Regional Contact Centre Transformation Lead

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. Experience: This is a senior position that requires a good degree with minimum 10 years of experience in Contact Centre operations or digital transformation Technical skills: Highly proficient in Microsoft Office Word, PowerPoint and Excel Skillsets required: 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.