Executive Director, Regional Contact Centre Transformation

OCBC; Singapore; On-site; SGD 180,000 - 350,000; Full time

Job summary

OCBC is seeking a seasoned leader to transform the bank’s contact centre into a technology-led, regional engagement hub. This role drives the next-generation service blueprint and expands beyond traditional operations across digital, assisted, and human channels.

The successful candidate will groom for larger regional responsibilities over time, with a focus on succession planning for Service Channels & Transformation.

Qualifications

• 15+ years in leadership roles driving large-scale customer engagement, contact centers, or transformation programmes.
• Proven success in leading multi-market or regional change initiatives in complex environments.
• Track record of embedding AI, automation, and digital-led solutions in customer operations.
• Deep expertise in financial services, customer journeys, complaint management, and service delivery models.
• Strategic thinker with ability to balance vision with operational execution.
• Inspirational leader who develops talent, builds resilient teams, and ensures succession.
• Future-ready mindset

Responsibilities

• Lead the design and execution of OCBC’s contact centre transformation strategy, evolving it into a regional engagement hub.
• Champion AI, automation, and omnichannel models to drive efficiency and differentiated experience.
• Establish clear service standards and KPIs to measure and elevate customer outcomes.

Job description

OCBC is seeking a seasoned leader to transform the bank’s contact centre into a technology-led, regional engagement hub. This role drives the next-generation service blueprint and expands beyond traditional operations across digital, assisted, and human channels.

The successful candidate will groom for larger regional responsibilities over time, with a focus on succession planning for Service Channels & Transformation.