Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Role Overview
Drive operational efficiency, excellence, and transformation initiatives within the Customer Centre.
Responsibilities
- Evaluate operational quality regularly and identify opportunities for improvement across the Centre
- Collaborate with cross-functional teams to lead and execute process improvement and change management initiatives.
- Govern the end-to-end Service Request (SR) landscape and serve as the primary point of contact for all service requests created by the Customer Centre.
- Monitor the progress of service requests throughout their lifecycle, ensuring adherence to established SLAs and service standards.
- Review the SLA standards for service requests based on urgency, impact, and customer requirements.
- Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre.
- Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.
- Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.
- Collaborate closely with business units to understand their unique operational challenges and opportunities for improvement.
- Communicate effectively with stakeholders to gain buy-in, alignment, and support for operational excellence and transformation initiatives
- Display flexibility in work deployment when business needs arise.
Requirements
- Min Diploma/ Degree with related experience in Customer Experience Project management and process improvement events.
- At least 2 years’ experience in a Contact Centre environment, preferably in a banking industry
- Structured team player and able to manage concurrent projects at the same time.
- Agile in work deployment and projects when business needs arise
- Champion change and is innovation-oriented
- Resilient and and effective task execution
- Strong customer and business focus
Apply now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
