AVP, Service Manager - Contact Centre - Global Mkts Equities

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.

Why Join
Imagine being the voice of OCBC, providing exceptional service to our customers and making a real difference in their lives. As a Service Management professional in our Contact Centre, you'll be the first point of contact for our customers, resolving their queries and concerns in a timely and professional manner. You'll be part of a dynamic team that's passionate about delivering outstanding customer experiences.

How you succeed
To excel in this role, you'll need to be customer-obsessed, with a strong focus on resolving issues efficiently and effectively. You'll work closely with our customers to understand their needs, provide personalized solutions, and ensure that their concerns are addressed promptly. Your ability to empathize, communicate clearly, and think critically will be essential in resolving complex customer issues.

What you do

1. Contact Centre Operations & Resource Planning

• Oversee day-to-day contact centre operations to ensure effective service delivery.

• Plan and optimise workforce allocation based on volume forecasts and business priorities.

• Manage scheduling, workload distribution, and capacity planning to maintain optimal coverage.

• Serve as the first point of escalation for operational and customer-related issues.

2. Service Level Management & Performance Monitoring

• Ensure all customer requests are resolved within established Service Level Agreements (SLAs).

• Monitor real-time contact volumes, queue performance, and service levels, taking proactive actions to address shortfalls.

• Identify and escalate complex or high-risk issues to relevant stakeholders.

• Track and report SLA performance, highlighting trends and areas for improvement.

3. Process Improvement & Customer Experience Enhancement

• Analyse customer feedback, operational data, and performance metrics to identify improvement opportunities.

• Lead and support initiatives to enhance service quality, operational efficiency, and turnaround times.

• Recommend and implement process improvements to streamline workflows and elevate customer experience.

• Support quality activities and continuous service improvement programmes.

4. Team Leadership & Development

• Provide day-to-day guidance, coaching, and support to Customer Service Officers (CSOs).

• Foster a high-performance, customer-focused team culture.

• Monitor individual and team performance, providing constructive feedback and development plans.

• Support onboarding and training of new team members.

5. Customer Interaction & Service Delivery

• Manage and respond to customer enquiries via phone and email in a timely and professional manner.

• Provide accurate information on products and services, ensuring full compliance with regulatory requirements.

• Maintain complete and accurate records of all customer interactions.

• Support frontline operations during peak periods or resource constraints to ensure uninterrupted service delivery.

6. Stakeholder Collaboration & Support

• Work closely with internal teams to resolve customer issues and improve turnaround times.

• Support implementation of new products, system enhancements, and regulatory changes.

• Collaborate with cross-functional stakeholders to enhance end-to-end processes and customer journey outcomes.

7. Product, Market & Regulatory Knowledge

• Maintain up-to-date knowledge of trading platforms, financial products, and regulatory requirements.

• Ensure consistent knowledge standards across the team through ongoing coaching and guidance.

• Participate in training and knowledge-sharing initiatives to strengthen team capability.

8. Reporting, Governance & Compliance

• Prepare and review reports on customer interactions, operational performance, and key service metrics.

• Ensure adherence to internal policies, regulatory requirements, and audit standards.

• Maintain accurate documentation and support compliance and audit activities

Who you are

- A degree or diploma in any field, with a minimum of 5 years of customer service experience
- Excellent communication and interpersonal skills, with the ability to empathize with customers
- Strong problem-solving and analytical skills, with the ability to think critically and make sound judgments
- Ability to work in a fast-paced environment, with a high level of adaptability and resilience

- Possess experience in leading a team of staff in contact centre
- Strong team player, with a customer-centric approach and a passion for delivering exceptional service

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.