Team Manager – Digital Solutions & Service Analytics

Who We AreAs 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.This is the broad job description of the job profile. Definitive job description should be reviewed and discussed between you and your manager.Why JoinAs a Business Support in OCBC, you will be the backbone of our operations, ensuring seamless day-to-day activities and providing critical support to our teams. You will have the opportunity to work with various stakeholders, build strong relationships, and contribute to the bank's success. Your role will be vital in enabling our teams to focus on delivering exceptional customer experiences.How you succeedAs a Team Manager of the Digital Solutions & Service Analytics team, you will play a key role in driving digital initiatives & delivering insights through data analysis, to enhance efficiency, productivity and customer experience as part of the workforce transformation and digitalisation. You will lead a team handling digital projects, systems support, MIS reporting, and data analysis.What you doProject ManagementTrack project milestones, risks, and budgets, ensuring alignment with business goals.Manage team to ensure end-to-end project lifecycles, including planning, execution, testing, and deployment.Maintain strong stakeholder relationships with internal stakeholders (e.g., IT, Transaction Banking & Business Unit) and external vendors.Systems Support & EnhancementOversee the maintenance and enhancement of call centre systems (e.g., CRM & telephony). Act as the escalation point for system-related issues and incidents.Drive automation and digitalisation initiatives to improve operational efficiency.Service AnalyticsOversee the development and maintenance of dashboards, reports, and performance metrics to support business decisions.Ensure timely and accurate delivery of MIS reports to internal stakeholders.Identify data trends and provide actionable insights to improve service delivery and operational performance.Who you areDegree in Business, Information Systems, Data Analytics, or a related field, with minimum 10 years of relevant working experience.Proven experience in managing teams and driving process improvementsStrong understanding of call centre systems and technologies.Strong analytical and problem-solving skills with the ability to interpret complex data.Excellent communication and stakeholder management abilities.Ability to manage multiple priorities and deliver results in a fast-paced environment.Project Management certification (e.g., PMP, Agile) is an advantage.Who we areAs 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 offerCompetitive 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.What We OfferCompetitive 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.