Contact Centre Transformation - Executive Director

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. At OCBC, we are shaping the future of banking customer experience. This role offers a unique opportunity to transform how we engage with millions of customers across Asia, leveraging technology, human touch, and innovation. You will be part of a leadership succession pathway, driving impact at both Singapore and regional levels. We are seeking a seasoned leader to drive the transformation of OCBC’s contact center into a forward-looking, technology-led customer engagement hub. This role will shape and execute the next-generation service delivery blueprint, expanding beyond traditional contact center operations into holistic, end-to-end customer engagement across digital, assisted, and human channels. The successful candidate will also play a key role in succession planning for Service Channels & Transformation (SC&T) and will be expected to groom into larger regional responsibilities over time. Key Responsibilities Contact Centre Transformation Lead the design and execution of OCBC’s contact centre transformation strategy, evolving it into a regional engagement hub. Champion AI, automation, and omnichannel models to drive efficiency and differentiated experience. Establish clear service standards and KPIs to measure and elevate customer outcomes. Regional Model Development Scale Singapore’s model into a regional framework across markets (Malaysia, Hong Kong & Indonesia). Anticipate and navigate regulatory, cultural, and operational complexities across geographies. Align regional stakeholders to ensure adoption and consistent delivery. Stakeholder Engagement & Innovation Partner with digital, data, and technology stakeholders to deliver scalable AI/automation solutions. Embed a culture of continuous improvement through advanced analytics, customer insights, and new ways of working. Function as a thought leader and change agent for customer engagement innovation across the Group. 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. 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. Equal opportunity. Fair employment. Selection based on ability and fit with our culture and values. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers. 15+ years in leadership roles driving large-scale customer engagement, contact centers, or transformation programmes. Proven success in leading multi-market or regional change initiatives in complex environments. Track record of embedding AI, automation, and digital-led solutions in customer operations. Deep expertise in financial services, customer journeys, complaint management, and service delivery models. Strategic thinker with ability to balance vision with operational execution. Inspirational leader who develops talent, builds resilient teams, and ensures succession. Future-ready mindset 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.