Contact Centre Transformation - Executive Director

We are seeking a seasoned leader to drive the transformation of OCBC’s contact center into a forward-looking, technology-led customer engagement hub. This role will shape and execute the next-generation service delivery blueprint, expanding beyond traditional contact center operations into holistic, end-to-end customer engagement across digital, assisted, and human channels. The successful candidate will also play a key role in succession planning for Service Channels & Transformation (SC&T) and will be expected to groom into larger regional responsibilities over time.

• Lead the design and execution of OCBC’s contact centre transformation strategy, evolving it into a regional engagement hub.
• Champion AI, automation, and omnichannel models to drive efficiency and differentiated experience.
• Establish clear service standards and KPIs to measure and elevate customer outcomes.
• Scale Singapore’s model i...