Regional Contact Centre Transformation - AVP/VP

Location: OCBC Singapore

WHO WE ARE

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.

Role Summary

The role will be part of the Regional Contact Centre team with dual responsibilities across Risk & Control Management and Regional Contact Centre Transformation.

The role will support a strong risk and control environment for the Singapore Contact Centre while also driving regional transformation initiatives aimed at improving customer experience and operational efficiency through AI, digitalisation and data insights.

The role requires a strong balance of risk management, operational knowledge and transformation capabilities, working closely with Contact Centre Operations, Customer Experience, Technology, and other stakeholders across the Region.

Key Responsibilities

Risk & Control

• Manage and strengthen the Contact Centre risk and control framework, including RCSA, control monitoring and risk reporting.
• Monitor operational risks, control gaps and emerging risks, and ensure timely escalation and remediation.
• Coordinate operational risk events, root cause analysis and corrective/preventive action plan.
• Support internal audits, regulatory reviews and ongoing audit readiness, including tracking of findings and action plans.

Regional Contact Centre Transformation

• Support and drive regional Contact Centre transformation initiatives in alignment with the customer centric A.D.D. strategy.
• Support regional omni-channel transformation across voice, chat, email, social and messaging channels.
• Support change management and adoption of new AI capabilities across the Regional Contact Centre.
• Bring a Risk & Control perspective into transformation initiatives, ensuring new processes and technologies are implemented with appropriate controls from the outset.

Qualifications & Experience

• Good degree with relevant experience in Contact Centre operations, risk management, transformation, or related functions within financial services.
• Good understanding of operational risk, controls, governance and customer servicing.
• Experience in digital transformation, process improvement, project management or AI-enabled customer servicing would be advantageous.
• Strong analytical skills with the ability to identify issues, connect information across different areas and develop practical solutions.
• Strong stakeholder management and communication skills, with the ability to work across business, risk and technology teams.
• Ability to manage multiple priorities across both BAU risk responsibilities and transformation initiatives.
• Proficient in Microsoft Word, PowerPoint and Excel.

What we offer

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.