Assistant Vice President - Regional Process (SG), Regional Support, Contact Centre

  • Competitive
  • Singapur, Singapore
  • Festanstellung, Vollzeit
  • OCBC Bank
  • 16 Aug 17

Assistant Vice President - Regional Process (SG), Regional Support, Contact Centre

Process & Campaigns Management
  • Arrange monthly meetings with key Business Partners
  • Roll out identified processes/campaign on a timely basis
  • Prepare updates or conduct briefing on new processes and campaigns to all
  • Attend product & process meetings (improvement related) & campaigns
  • Discuss & alert schedulers and Line Managers on large campaign launches
  • Act as gatekeepers for any call/ email/ social media volumes arising from new business and current business that impacts service level
Knowledge Management and System
  • Prepare accurate content and processes into Updates file & Knowledge Management for new Campaign/ Promotion launch in a timely manner
  • Set up and maintain CRUS SR categories
Enterprise Correspondence Management System (ECMS)
  • Create letter templates and upload into ECMS.
  • Management of authorised signers and signature specimen in ECMS letter template to ensure they are current
  • Clear SMS and letter templates with Legal and Editorial Team
  • Review of ECMS letter templates will be done as part of the overall process review when a particular process is updated or removed
Quality & Performance Management
  • Identify process gaps and work closely with Business Units to close gaps
  • Gather and review internal customers' feedback for continuous improvements in processes
  • Support and implement improvement ideas from the Frontline team based on roles assigned
  • Support clarification from Frontline Team
  • Receive feedback from Business partners and identify training needs for refreshers or issue learning notes
  • Submit questions to Trainers for Monthly Self Improvement Quiz
Work closely with IT and Contact Centre Infra and Systems Management teams (ISM) to roll out IT initiatives that would increase productivity of Contact Centre staff.
  • Works closely with ISM to document the AS-IS and SHD-BE processes in conjunction with the User Requirements and Functional Specifications document
  • Assists in UAT, conducting user briefings/training and other related pre-launch activities
  • Tracking realization of benefits post-launch
Meet Service Standard and Target
  • Contribute to the Contact Centre by achieving its service targets.
*LI-ML

Qualifications
  • Good university degree (2 nd upper honours and above would be a bonus)
  • Minimum 4 years working experience in implementing process improvement or IT project management
  • Prior experience in managing projects using the Systems Development Life Cycle (SDLC) methodology would be a plus
  • Excellent written and verbal communications skills.
  • Excellent project management skills with proven track record of implementing projects and realising the business benefits
  • Having PMP or Six Sigma Green Belt certification would be a major plus
  • Highly proficient in Excel, Powerpoint and Word
  • Able to work independently and a strong team player