Regional Contact Centre Transformation (VP/ED)

OCBC Group; Singapore; On-site; SGD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Professional development opportunities

Wellbeing programs

Community initiatives

Job summary

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

Qualifications

• 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.

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.

Skills

Leadership

Analytics

Communication

Project management

Stakeholder management

Problem solving

Education

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

Tools

MS Office (Word, PowerPoint, Excel)

IT project management

Job description

WHO WE ARE

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future‑ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future‑ready career. Your Opportunity Starts Here.

The Digital Transformation Lead will be part of a regional contact center team that drive changes in alignment with the department strategic operating model to improve customer experience and operational efficiency by integrating AI and digital technologies into Regional contact center operations to deliver Best In Class Personalized Service. This role will have both strategic and operational responsibilities as it will lead our Regional agentic agent as our transformation initiative operationalize. The incumbent will leverage on A.D.D. to strengthen operational efficiency and effectiveness, as well as work and collaborate closely with multiple stakeholders such as Customer Experience, Digital Transformation, IT, Compliance and Operational Excellence and across the Region.

Key responsibilities include

• 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.

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
• Possess 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
• Ability to work and manage multiple projects within a fast paced and stressful environment

What we offer

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry‑leading learning and professional development opportunities.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.
• Let’s build the bank we need for the future we want.
• Find the best version of yourself in a friendly, supportive team.
• Build lasting value in your community.
• Help people grow their assets, business, and investments.
• Take your learning as far as you can.
• Or simply enjoy a vibrant, future‑ready career.
• Your Opportunity Starts Here

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly‑owned subsidiary, Bank of Singapore, which operates on a unique open‑architecture product platform to source for the best‑in‑class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.