Head of Business Service Centre, EmB HK

OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is one of the world’s most highly-rated banks, with Aa1 by Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

OCBC is the second largest financial services group in Southeast Asia by assets. The Group offers a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.

OCBC’s private banking services are provided by its wholly-owned subsidiary Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Its insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the leading asset management companies in Southeast Asia.

The Group’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has close to 420 branches and representative offices in 19 countries and regions.

For more information, please visit  to learn more about OCBC Hong Kong.

A leadership role responsible for overseeing and managing the operations of the Business Service Centre. The role involves coordinating and ensuring the smooth delivery of various administrative, operations, and support services to different departments or business units and being committed to delivering a great customer contact experience.

Roles & Responsibilities:

Leadership and Strategy:

• Develop and implement strategic plans and objectives for the Business Service Centre in alignment with the organisation’s goals and objectives.
• Provide vision and leadership to the service centre team, setting clear goals and objectives.
• Establish performance metrics and monitor the team’s performance, ensuring high-quality service delivery.
• Work closely with HR, L&D and be responsible for the recruitment, training and ongoing development need for Business Service Center teams.

Operational Management:

• Oversee the day-to-day operations of the Service Centre, ensuring efficient and effective service delivery.
• Develop and implement standardised processes, procedures, and policies to streamline operations and enhance service quality.
• Monitor key performance indicators (KPIs) to identify areas for improvement and implement appropriate corrective actions.

Service Delivery:

• Collaborate with various departments and business units to understand their service needs and develop service level agreements to meet their requirements.
• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting initiatives to improve efficiency and to reduce complaints.
• Ensure timely and accurate service delivery.
• Foster a customer-centric culture within the service centre, focusing on customer satisfaction, continuous improvement, and service excellence.

Budgeting and Resource Management:

• Manage the annual budget for the service centre, ensuring optimal allocation of resources.
• Monitor and control expenses to meet budgetary constraints while maintaining service quality.
• Manage and optimize the utilization of staff and external resources, ensuring adequate staffing levels ad appropriate skill sets.

Stakeholder Management:

• Build and maintain strong relationships with internal stakeholders, including senior management, department heads, and employees.
• Collaborate with cross-functional teams to identify opportunities for process improvement and implement solutions.

Compliance and Risk Management:

• Ensure compliance with relevant legal, regulatory, and corporate governance requirements.
• Identify and mitigate operational risks within the Service Centre, implementing appropriate controls and measures.
• Continuously monitor industry trends and best practices to drive innovation and enhance service delivery.

Requirements:

• Bachelor’s degree in finance, business administration, or a related field.
• At Least 10 years of relevant experience in Corporate banking operations or Contact Centre environment.
• Excellent leadership and people management skills, with the ability to motivate and develop teams.
• Exceptional communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
• Strategic thinking and problem-solving skills.
• Sound understanding of regulatory requirements, risk management, and compliance in banking industry.
• Strong organizational and time management skills, with the ability to prioritise and manage multiple tasks simultaneously.