Regional Contact Center Transformation Leader (VP/ED)

OCBC

Singapore

On-site

SGD 120,000 - 180,000

Full time

5 days ago

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Benefits offered by this job

Competitive base salary

Holistic flexible benefits

Community initiatives

Industry-leading learning and develop-

Wellbeing and growth support

Job summary

OCBC is seeking a Digital Transformation Lead to join our regional contact centre team to drive changes aligned with our strategic operating model. You will integrate AI and digital technologies to deliver best-in-class personalized service across the region.

The role combines strategic direction with hands-on implementation, leading cross-functional stakeholders in Customer Experience, Digital Transformation, IT, Compliance and Operational Excellence to improve efficiency and customer

Qualifications

Degree holder with minimum 10 years of experience in Contact Centre operations or digital transformation.
Highly proficient in Microsoft Office Word, PowerPoint and Excel.
Experience in leading teams that have different skillsets.
Highly analytical mindset with the ability to connect the dots across different data sets.
Good communications skills (written and verbal) and presentations skills with experience in presenting to senior stakeholders.
Ability to identify issues, balance needs of different stakeholders, prioritize and develop solutions.
Proven project management skills with experience in implementing medium to large projects.
Strong people management skills.
Prior experience in IT project management or risk management will be a bonus though it is not mandatory.

Responsibilities

Managing 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.
Integrate agentic AI bots into the omni-channel environment to augment human agents, improve resolution speed, and enhance proactive outreach.
Redesign and streamline end-to-end processes using digital first mindset and approach.
Implement data-driven improvements that enhance efficiency, reduce handling time, and improve service quality.
Facilitating change management.
Champion the adoption of digital-first practices and promote a culture of continuous improvement.