AVP, Service Manager - Contact Centre - Global Mkts Equities

About This Role

Lead Contact Centre operations for Global Markets Equities at OCBC Singapore, ensuring exceptional service delivery and driving continuous process improvements. This role involves managing teams, optimizing resources, and maintaining high service levels for complex customer interactions.

Responsibilities

• Oversee daily contact centre operations and resource planning for optimal service delivery.
• Monitor performance against SLAs, proactively addressing shortfalls in real-time.
• Lead process improvement initiatives based on customer feedback and operational data.
• Provide guidance, coaching, and performance management to Customer Service Officers.
• Manage customer enquiries via phone/email while maintaining compliance and accurate records.
• Collaborate with internal teams to resolve complex customer issues and enhance end-to-end processes.

Requirements

• Minimum 5 years of customer service experience.
• Proven experience leading a contact centre team.
• Strong problem-solving and critical thinking abilities.
• Excellent communication and interpersonal skills with high empathy.
• Ability to thrive in a fast-paced, adaptable environment.
• Degree or diploma in any field.
• Proficiency in maintaining regulatory and product knowledge.