As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.
Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.
We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.
Your Opportunity Starts Here.
The Digital Transformation Lead will be part of a regional contact center team that drive changes in alignment with the department strategic operating model to improve customer experience and operational efficiency by integrating AI and digital technologies into Regional contact center operations to deliver Best In Class Personalized Service.
This role will have both strategic and operational responsibilities as it will lead our Regional agentic agent as our transformation initiative operationalize. The incumbent will leverage on A.D.D. to strengthen operational efficiency and effectiveness, as well as work and collaborate closely with multiple stakeholders such as Customer Experience, Digital Transformation, IT, Compliance and Operational Excellence and across the Region.
Key responsibilities include:
Managing Contact Centre Digital Transformation Projects and ensuring business and customer objectives are met
Establish a team to manage Agentic Agents (Voice & Chat) and ensuring Agentic Agents meet the required operating metrics
Support the implementation of omni-channel platforms (voice, chat, email, social, messaging apps) and self-service-focused customer journey for contact centre across the Region
Analyze contact centre processes, workflows, and customer journeys to identify pain points and opportunities for improvement to customer and employee experience
Integrate agentic AI bots into the omni-channel environment to augment human agents, improve resolution speed, and enhance proactive outreach
Redesign and streamline end-to-end processes using digital first mindset and approach
Implement data-driven improvements that enhance efficiency, reduce handling time, and improve service quality
Facilitating change management
Champion the adoption of digital-first practices and promote a culture of continuous improvement.
Experience:
This is a senior position that requires a good degree with minimum 10 years of experience in Contact Centre operations or digital transformation
Technical skills:
Highly proficient in Microsoft Office Word, PowerPoint and Excel
Skillsets required:Possess experience in leading teams that have different skillsets
Highly analytical mindset with the ability to connect the dots across different data sets
Good communications skills (written and verbal) and presentations skills with experience in presenting to senior stakeholders.
Ability to identify issues, balance needs of different stakeholders, prioritize and develop solutions
Proven project management skills with experience in implementing medium to large projects
Strong people management skills
Prior experience in IT project management or risk management will be a bonus though it is not mandatory
Ability to work and manage multiple projects within a fast paced and stressful environment
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.
Skills Required
- Degree
- Minimum 10 years experience in contact centre operations or digital transformation
- Proven project management skills with experience implementing medium to large projects
- Highly proficient in Microsoft Word, PowerPoint and Excel
- Experience leading teams with different skillsets
- Highly analytical mindset with ability to connect disparate data sets
- Strong written and verbal communication and presentation skills, with experience presenting to senior stakeholders
- Ability to identify issues, balance stakeholder needs, prioritize and develop solutions
- Strong people management skills
- Ability to work and manage multiple projects in a fast-paced, stressful environment
- Facilitating change management and championing digital-first practices
- Prior experience in IT project management or risk management
What We Do
OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker. OCBC and its subsidiaries offer a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services. OCBC’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has more than 570 branches and representative offices in 19 countries and regions. These include about 300 branches and offices in Indonesia under subsidiary Bank OCBC NISP, and over 90 branches and offices in Mainland China, Hong Kong SAR and Macau SAR under OCBC Wing Hang. OCBC’s private banking services are provided by its wholly-owned subsidiary Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. OCBC's insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the largest private sector asset management companies in Southeast Asia.
