Regional Contact Center Transformation Leader

OCBC (Singapore); Singapore; On-site; SGD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Learning and development opportunities

Wellbeing support

Job summary

OCBC Bank Singapore invites a senior Digital Transformation Lead to drive regional contact centre modernization by embedding AI and digital tools across channels. You will lead cross-functional teams, manage Agentic AI initiatives, and collaborate with Customer Experience, Digital Transformation, IT, Compliance and Operations to deliver best-in-class service.

This role requires a good degree and at least 10 years of experience in contact centre operations or digital transformation, with strong

Qualifications

• Minimum a good degree from a recognized university.
• Experience leading cross-functional teams in large projects.
• Strong communication and stakeholder management capabilities.

Responsibilities

• Manage 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
• Facilitating change management
• Champion the adoption of digital-first practices and promote a culture of continuous improvement.

Skills

Leadership

Analytics

Stakeholder management

Project management

Communication

Digital transformation

Change management

Omni-channel

Education

Bachelor's degree

Job description

OCBC Bank Singapore invites a senior Digital Transformation Lead to drive regional contact centre modernization by embedding AI and digital tools across channels. You will lead cross-functional teams, manage Agentic AI initiatives, and collaborate with Customer Experience, Digital Transformation, IT, Compliance and Operations to deliver best-in-class service.

This role requires a good degree and at least 10 years of experience in contact centre operations or digital transformation, with strong