- Permanent, Full time
- OCBC Bank
Lead, Digital Innovation & Analytics – Contact Centre (AVP)
Lead, Digital Innovation & Analytics – Contact Centre (AVP)Lead, Digital Innovation & Analytics - Contact Centre
Having purpose and making a real impact drives what we do at OCBC, for our customers, colleagues and the community. People count on us to deliver an amazing banking experience, but more importantly one that is uncomplicated and complements their changing lifestyle and business needs. Our employees are the architects that make this all possible; they are high performing individuals and teams, experts in their field and above all believe in our purpose and commitment to customers.
Our community of game changers at OCBC builds for the future; think Ambitious goals, act with a strong Belief and execute with Courage and agility to drive impact. These ABCs sit at the centre of our culture of change and innovation .
This role is tasked with developing, managing and deploying the vision, strategy and roadmap for contact centre in leveraging data, artificial intelligence, digitalization, robotics process automation (RPA), analytics to drive better customer experience and contact centre servicing & upselling sales efficiency.
This role is required to work closely and collaborate with internal stakeholders (contact centre teams, Business Transformation and IT) to address business challenges/needs and lead/pilot Proof-of-Concepts
What you'll do
Managing the strategic planning and tactical execution required to digitalize contact centre through continuous review of competitive analysis and industry evolution.
Maintaining a continuous, three-year strategic roadmap for contact centre evolution which will serve as the foundation for resource planning and capital expenditures.
Be or become an expert in Contact Centre technology. Understand industry best practices with respect to technology usage. Survey the landscape for newest technologies and trends and work with key stakeholders (business transformation & IT) to determine technology for deployment with focus on improving contact centre's efficiency (service & upselling sales) and reducing frictions in customer interaction journey
Ensure that deployments are in compliance with Group, Business, Risk and Technology policies, procedures and standards
Over the longer term, to recruit, build and lead a team who will deploy, operationalize and manage the daily operations
Maintaining a deep understanding of the functionality available within the bank's existing technology. Studying customer behaviours, desires, and needs, develop strategies to improve the client experience, and ensure that the experience is consistent across all channels. Keep abreast of the legal, regulatory, risk, and industry environment
Create business cases for strategic investment, to include expected outcomes, metrics and critical steps necessary to accomplish relevant objectives/deployment.
Define key performance indicators for measurement of success and track for success
Manage vendor/partner relationships and track overall vendor performance through routine communication, issue resolution, and service level measurement.
What you bring
Bachelor's degree (B. A.) from four-year college or university preferred.
A minimum of seven years of experience in digital/omni-channel technology solutioning assessment evaluation and familiarity with contact centre operations.
Leadership skills, innovative and creative thinker with a self-starter/entrepreneurial attitude are essential. Must be motivated by challenges, change and opportunity to drive growth.
Strong background in data analysis. Ability to utilize data and analytics to derive actionable recommendations.
Strong collaboration and partnership skills.
Strong communication skills.