Regional Contact Centre Transformation Leader (VP/ED)

OCBC (Singapore); Singapore; Presencial; SGD 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Flexible benefits package

Industry-leading learning & dev

Descripción de la vacante

OCBC Bank (Singapore) seeks a Digital Transformation Lead to guide regional contact centre modernization by integrating AI and digital technologies into service delivery and operations. The role combines strategic leadership with hands-on program delivery across multiple stakeholders, including Customer Experience, IT, and Compliance.

You will lead a team focused on Agentic Agents (Voice & Chat), omni-channel platforms, and data-driven process improvements to enhance efficiency and customer

Formación

• Degree holder with minimum 10 years of experience in Contact Centre operations or digital transformation.
• Strong analytical mindset with ability to connect data across sources.
• Excellent written and verbal communication with senior stakeholders.

Responsabilidades

• Lead regional contact centre digital transformation projects with business objectives.
• Create and manage a team for Agentic Agents (Voice & Chat) and meet operating metrics.
• Support omni-channel platform implementation (voice, chat, email, social, messaging) and self-serve journeys.
• Analyze processes and journeys to identify pain points and improve customer and employee experience.
• Integrate AI bots into omni-channel environment to augment agents and speed resolution.
• Redesign end-to-end processes with a digital-first mindset to improve efficiency.
• Drive data-driven improvements to reduce handling time and improve service quality.
• Facilitate change management and promote digital-first practices across regions.

Conocimientos

Stakeholder management

Analytical mindset

Communication skills

Change management

Project coordination

Educación

Bachelor's degree

Herramientas

Microsoft Office (Word, PowerPoint, Excel)

Descripción del empleo

OCBC Bank (Singapore) seeks a Digital Transformation Lead to guide regional contact centre modernization by integrating AI and digital technologies into service delivery and operations. The role combines strategic leadership with hands-on program delivery across multiple stakeholders, including Customer Experience, IT, and Compliance.

You will lead a team focused on Agentic Agents (Voice & Chat), omni-channel platforms, and data-driven process improvements to enhance efficiency and customer