Regional Contact Centre Transformation & Risk Lead

OCBC (Singapore); Singapore; Presencial; SGD 90.000 - 130.000; Jornada completa

Descripción de la vacante

OCBC Bank Singapore is seeking a seasoned professional to join the Regional Contact Centre team, balancing risk & control management with regional transformation initiatives. You will work across Risk & Control Management, and Regional Contact Centre Transformation to strengthen risk posture and improve customer experience.

The role supports AI-enabled customer servicing and digitalisation efforts, collaborating with Operations, Customer Experience, Technology and regional stakeholders to drive

Formación

• Bachelor's degree or equivalent in a related field.
• Strong analytical and problem-solving abilities.
• Experience in risk management or transformation within financial services is a plus.
• Excellent stakeholder management and communication skills.
• Proficient in MS Word, PowerPoint and Excel.

Responsabilidades

• Manage and strengthen the Contact Centre risk and control framework including RCSA, control monitoring and risk reporting.
• Monitor operational risks, control gaps and emerging risks with timely escalation and remediation.
• Coordinate operational risk events, root cause analysis and corrective action plans.
• Support internal audits and regulatory reviews, tracking findings and actions.
• Drive regional Contact Centre transformation initiatives aligned with customer-centric strategies.
• Support omni-channel transformation across voice, chat, email, social and messaging channels.
• Assist adoption of new AI capabilities while ensuring controls are embedded from the start.

Descripción del empleo

OCBC Bank Singapore is seeking a seasoned professional to join the Regional Contact Centre team, balancing risk & control management with regional transformation initiatives. You will work across Risk & Control Management, and Regional Contact Centre Transformation to strengthen risk posture and improve customer experience.

The role supports AI-enabled customer servicing and digitalisation efforts, collaborating with Operations, Customer Experience, Technology and regional stakeholders to drive