AI-Driven Regional Contact Centre Transformation & Risk

OCBC; Singapore; Presencial; SGD 90.000 - 130.000; Jornada completa

Descripción de la vacante

OCBC invites you to join the Regional Contact Centre team to strengthen risk and control while driving regional transformation. You will work across Risk & Control Management and Regional Contact Centre Transformation to improve customer experience and efficiency through AI, digitalisation and data insights.

The role requires a strong balance of risk discipline, operational knowledge and transformation capabilities, collaborating with Contact Centre Operations, Customer Experience, Technology

Formación

• Degree with relevant experience in Contact Centre operations, risk management, or transformation within financial services.
• Strong understanding of operational risk, controls, governance and customer servicing.
• Experience in digital transformation, process improvement, project management or AI-enabled customer servicing.
• Strong analytical and cross-functional collaboration skills.
• Excellent stakeholder management and communication across business, risk and technology teams.
• Ability to manage multiple priorities between BAU risk and transformation initiatives.
• Proficiency in Microsoft Word, PowerPoint and Excel.

Responsabilidades

• Strengthen the Contact Centre risk and control framework, including RCSA, control monitoring and risk reporting.
• Monitor operational risks, control gaps and escalation of issues; ensure remediation.
• Coordinate operational risk events, root cause analysis and corrective/preventive action plans.
• Support internal audits, regulatory reviews and audit readiness, including tracking findings.
• Drive regional transformation initiatives aligned with a customer-centric strategy.
• Support omni-channel transformation across voice, chat, email, social and messaging channels.
• Bring a Risk & Control perspective to transformation, ensuring proper controls from the outset.

Conocimientos

Risk management

Transformation

AI-enabled servicing

Stakeholder management

Analytical thinking

Communication

Educación

Bachelor's degree

Herramientas

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Descripción del empleo

OCBC invites you to join the Regional Contact Centre team to strengthen risk and control while driving regional transformation. You will work across Risk & Control Management and Regional Contact Centre Transformation to improve customer experience and efficiency through AI, digitalisation and data insights.

The role requires a strong balance of risk discipline, operational knowledge and transformation capabilities, collaborating with Contact Centre Operations, Customer Experience, Technology