Quality & Service Officer - AVP

Job Title

As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future.

We invite 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.

Quality

• Develop and instill a comprehensive quality strategy for the operations and technology division.
• Monitor and evaluate the effectiveness of quality frameworks implemented within the division.
• Organize and facilitate workshops to drive the division's quality strategies.
• Create quality and service-related training materials and provide training to promote a quality and service mindset across the division.
• Coach projects under the group operational excellence change programs, utilizing agile, six sigma, and design thinking methodologies.
• Cultivate a culture of quality and service excellence within the division.
• Drive process improvements and recognize process improvement teams.

Service Management

• Establish and manage service level agreements (slas) with business units, ensuring adherence to the service management framework.
• Track, analyze, and report on service performance metrics against targets.
• Prepare monthly reports on service level indicators for the group.
• Act as the division representative for complaint management meetings.
• Identify service gaps through root cause analysis of incidents and complaints, and drive improvement initiatives.
• Conduct trend analysis and benchmarking against industry standards.
• Monitor compliments received by the operations and technology staff.

Rewards & Recognition

• Review and approve the nominations of divisional awards submitted by o&t departments based on ocbc values.
• Represent operations & technology division to review and submit nomination for awards by group ocbc level.
• Foster sharing, professional development, and continuous improvement within the team.

Graduate in banking, finance, or related fields (preferable). Holder of lean six sigma certification or equivalent (preferable). Knowledge in service level management (preferable). Exceptional communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders. Excellent analytical and problem-solving abilities, with a keen attention to detail. Strong organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously. Possess a strong service mindset. Proactive and passionate about driving process improvement and efficiency gains. Proficient in reporting, data analysis, and identifying trends in performance.

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.