Regional Contact Centre Transformation & Risk Manager

OCBC Group; Singapore; On-site; SGD 110,000 - 180,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Learning and development opportunities

Job summary

OCBC Group in Singapore is seeking a strategic professional to join the Regional Contact Centre team. The role blends Risk & Control Management with Regional Contact Centre Transformation to improve customer experience and efficiency through AI, digitalisation and data insights.

The candidate will collaborate with Operations, Customer Experience, Technology and regional stakeholders. The ideal candidate brings experience in contact centre operations, risk governance, and digital transformation,

Qualifications

• Degree with relevant experience in contact centre operations, risk management or transformation.
• Understanding of operational risk, controls, governance and customer servicing.
• Experience in digital transformation, process improvement, and project management.
• Strong analytical skills to identify issues and develop practical solutions.
• Strong stakeholder management and cross-functional communication skills.
• Ability to manage multiple priorities across BAU risk and transformation.
• Proficiency in Microsoft Word, PowerPoint and Excel.

Responsibilities

• Manage and strengthen the contact centre risk and control framework.
• Monitor operational risks, control gaps and emerging risks; escalate and remediate.
• Coordinate operational risk events and root cause analysis.
• Support internal audits, regulatory reviews and audit readiness.
• Drive regional contact centre transformation aligned with the ADD strategy.
• Support omni-channel transformation across voice, chat, email, social and messaging channels.
• Support adoption of AI capabilities across the Regional Contact Centre.
• Incorporate risk and control perspectives into transformation initiatives from the outset.

Skills

Operational risk management

Transformation

Project management

AI-enabled customer servicing

Analytical thinking

Stakeholder management

Communication skills

Education

Bachelor's degree in a relevant field

Tools

Microsoft Word

PowerPoint

Excel

Job description

OCBC Group in Singapore is seeking a strategic professional to join the Regional Contact Centre team. The role blends Risk & Control Management with Regional Contact Centre Transformation to improve customer experience and efficiency through AI, digitalisation and data insights.

The candidate will collaborate with Operations, Customer Experience, Technology and regional stakeholders. The ideal candidate brings experience in contact centre operations, risk governance, and digital transformation,