WHO WE ARE:

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.

The role has both strategic and operational responsibilities for 2 teams (Regional Infrastructure & Systems Management (RISM) and Regional Risk and Control Management (RRCM) within Contact Centre.  Key responsibilities include driving alignment and standardization of best practices across Singapore and Hub (a team based in Malaysia but supporting Singaporean customers), Malaysia and Hong Kong, as well as strengthening the existing operating model to leverage on A.D.D. to strengthen operational efficiency and effectiveness.

1) RISM Team

The Regional ISM team represents Contact Centre in preparing and articulating the business requirements of the various systems that Contact Centre uses in its work. For deployment of new systems, it will also work closely with IT on testing, bug fixes, system maintenance and continuous improvements.

ISM team is also the system owner for systems owned by Contact Centre and provides first level technical support to Contact Centre staff whilst escalating the issues to IT/vendors.

It is also responsible for maintaining the system access matrix within the center and liaising closely with Operational Risk Management units on DR testing and contingency planning. It is also in charge of maintenance and security of the premises.

2) RRCM Team

The RC team helps Contact Centre manage its risks and adherence to regulatory matters. Its responsibilities include the investigation of breaches, risk events, near misses and to propose measures to mitigate the risk of recurrence.

It is also responsible for promoting a prudent risk-taking culture within Contact Centre and to increase awareness and understanding of risk-related matters within Contact Centre.

The RC team also conducts independent assurance checks on a sampling basis to identify areas of improvement. The team also fronts the department on all matters relating to risk management and audits, including the preparation of reports that are related to risk management.

Who we are
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.

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. Equal opportunity. Fair employment. Selection based on ability and fit with our culture and values. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

This is a senior position that requires a good degree with minimum 10 to 15 years of experience in Contact Centre frontline or support operations.

Requirements:

• Possess experience in leading teams that have different skillsets

• Highly analytical mindset with the ability to connect the dots across different data sets

• Good communications skills (written and verbal) and presentations skills with experience in presenting to senior stakeholders.

• Ability to identify issues, balance needs of different stakeholders, prioritise and develop solutions

• Proven project management skills with experience in implementing medium to large projects

• Strong people management skills

• Prior experience in workforce management, IT project management or risk management will be a bonus though it is not mandatory

• Ability to work and manage multiple projects within a fast paced and stressful environment

• Highly proficient in Microsoft Office Word, PowerPoint and Excel

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.