Team Manager – Digital Solutions & Service Analytics

OCBC; Cyberjaya; On-site; MYR 100,000 - 120,000; Full time

Job summary

A leading financial institution is seeking a Business Support professional to ensure seamless operations and drive digital initiatives. The ideal candidate will have at least 10 years of experience in team management, data analysis, and project management, along with strong communication skills. This role offers competitive salary, benefits, and opportunities for professional growth.

Benefits

Competitive base salary

Flexible benefits

Learning and professional development opportunities

Qualifications

• Minimum 10 years of relevant working experience.
• Proven experience in managing teams and driving process improvements.
• Strong understanding of call centre systems and technologies.

Responsibilities

• Track project milestones, risks, and budgets.
• Manage end-to-end project lifecycles.
• Oversee maintenance and enhancement of call centre systems.

Skills

Team management

Data analysis

Stakeholder management

Analytical skills

Project management

Education

Degree in Business, Information Systems, Data Analytics or related field

Tools

CRM systems

Telephony systems

Job description

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. Our strategic ambition is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future, innovate how we deliver financial services, work in friendly and supportive teams, build lasting value in your community, help people grow their assets, business, and investments, and take your learning as far as you can or simply enjoy a vibrant, future‑ready career.

Why Join

As a Business Support in OCBC, you will be the backbone of our operations, ensuring seamless day‑to‑day activities and providing critical support to our teams. You will have the opportunity to work with various stakeholders, build strong relationships and contribute to the bank's success. Your role will be vital in enabling our teams to focus on delivering exceptional customer experiences.

How you succeed

As a Team Manager of the Digital Solutions & Service Analytics team, you will play a key role in driving digital initiatives and delivering insights through data analysis to enhance efficiency, productivity and customer experience as part of the workforce transformation and digitalisation. You will lead a team handling digital projects, systems support, MIS reporting and data analysis.

What you do

Project Management

• Track project milestones, risks, and budgets, ensuring alignment with business goals.
• Manage team to ensure end‑to‑end project lifecycles, including planning, execution, testing, and deployment.
• Maintain strong stakeholder relationships with internal stakeholders (e.g., IT, Transaction Banking & Business Unit) and external vendors.

Systems Support & Enhancement

• Oversee the maintenance and enhancement of call centre systems (e.g., CRM & telephony). Act as the escalation point for system‑related issues and incidents.
• Drive automation and digitalisation initiatives to improve operational efficiency.

Service Analytics

• Oversee the development and maintenance of dashboards, reports, and performance metrics to support business decisions.
• Ensure timely and accurate delivery of MIS reports to internal stakeholders.
• Identify data trends and provide actionable insights to improve service delivery and operational performance.

Who you are

• Degree in Business, Information Systems, Data Analytics, or a related field, with minimum 10 years of relevant working experience.
• Proven experience in managing teams and driving process improvements.
• Strong understanding of call centre systems and technologies.
• Strong analytical and problem‑solving skills with the ability to interpret complex data.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple priorities and deliver results in a fast‑paced environment.
• Project Management certification (e.g., PMP, Agile) is an advantage.

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. Equal opportunity. Fair employment. Selection based on ability and fit with our culture and values. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.