Avp/mgr - Data Analytics (support)

Service Channels And Transformation Role

As part of the Global Financial Services (GCFS) team, you will be responsible for monitoring and ensuring adherence to established customer standards across all service channels. You will act as a key guardian of customer experience quality by conducting surveillance, identifying gaps, and driving corrective actions to maintain and elevate service standards.

To succeed in this role, you'll need to be a collaborative problem-solver who can distill complex data into actionable insights. You'll work closely with stakeholders to understand their needs, develop targeted solutions, and implement changes that drive business outcomes. By leveraging your analytical skills and business acumen, you'll help OCBC stay ahead of the curve in a rapidly changing market.

Your responsibilities include:

• Monitoring and assessing compliance with customer experience standards within GCFS.
• Conducting regular surveillance activities including reviews and analysis of customer interactions and service delivery metrics.
• Identifying deviations from customer standards and collaborating with stakeholders to drive corrective measures.
• Providing insights and recommendations to improve customer experience quality and consistency.
• Working closely with cross-functional teams to embed customer standards into operational processes and execution.
• Preparing and presenting surveillance reports to senior leadership, highlighting risks, trends, and improvement opportunities.
• Supporting training and awareness initiatives to reinforce customer standards and best practices.
• Maintaining up-to-date knowledge of industry benchmarks, regulatory requirements, and emerging trends in customer experience standards.

The ideal candidate will have:

• A bachelor's degree or equivalent qualification.
• Minimum 5 years of experience in customer experience quality assurance, surveillance, or related roles, preferably within financial services.
• Strong understanding of customer standards, service quality frameworks, and compliance monitoring.
• Proven ability to analyze data, identify trends, and drive continuous improvement initiatives.
• Excellent stakeholder management and communication skills, with experience engaging senior leadership.
• Detail-oriented with strong analytical and problem-solving capabilities.
• Ability to work independently, manage multiple priorities, and navigate complex environments.
• Familiarity with customer journey mapping, service design principles, or experience design is a plus.
• Resilient, proactive, customer-focused, and comfortable working in ambiguous and dynamic settings.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and adaptable to new software tools.

OCBC invites 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.

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.