Regional Contact Centre Transformation Leader

OCBC Group; Singapore; Presencial; SGD 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Flexible benefits

Professional development opportunities

Wellbeing programs

Community initiatives

Descripción de la vacante

OCBC Group in Singapore seeks a Digital Transformation Lead to drive regional contact centre changes by integrating AI and digital technologies for enhanced customer experience and efficiency. You will lead cross‑functional teams and collaborate with Customer Experience, Digital Transformation, IT, Compliance, and Operations across the region.

The role emphasizes change management, data-driven improvements, omni-channel platforms, and agentic AI bots to augment human agents and streamline

Formación

• 10+ years of experience in contact centre operations or digital transformation.
• Proficient with MS Office (Word, PowerPoint, Excel).
• Experience leading teams with diverse skillsets.
• Strong analytical mindset with data-driven decision making.
• Excellent written and verbal communication and stakeholder presentations.
• Proven project management; able to manage multiple projects.
• Experience in IT project management or risk management is a bonus.

Responsabilidades

• 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.

Conocimientos

Leadership

Analytics

Communication

Project management

Stakeholder management

Problem solving

Educación

Degree holder with 10+ years in contact centre/digital transformation

Herramientas

MS Office (Word, PowerPoint, Excel)

IT project management

Descripción del empleo

OCBC Group in Singapore seeks a Digital Transformation Lead to drive regional contact centre changes by integrating AI and digital technologies for enhanced customer experience and efficiency. You will lead cross‑functional teams and collaborate with Customer Experience, Digital Transformation, IT, Compliance, and Operations across the region.

The role emphasizes change management, data-driven improvements, omni-channel platforms, and agentic AI bots to augment human agents and streamline