Senior Associate/Associate, Digital Transformation (IVR) Specialist, Group Operations Capability Cen

Business Function

Group Operations enables and empowers the bank with efficient, nimble and resilient processes through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Group Ops Capability Centre (GOCC) was formed to accelerate innovation via development and deployment of AI capabilities and COE setups, and at the same time to ensure resiliency and standardization. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions.

About the role

We are looking to strengthen our capabilities in voice and Customer Service Hub as part of our operating model transformation towards digital and AI-led customer engagement.

This role will drive the design, delivery, and optimisation of IVR and voice channel solutions across Customer Servicing and Contact Centre operations, with a focus on improving customer experience, enabling automation, and supporting regional scalability.

Responsibilities

• Lead end-to-end delivery of IVR and voice channel initiatives (e.g., IVR modernisation, click-to-call, intelligent routing, voicebot integration)
• Translate business requirements into scalable solutions in partnership with Technology teams
• Drive improvements in customer journeys to reduce friction and improve resolution time
• Support rollout of regional voice capabilities across markets (e.g., Singapore, Taiwan, India)
• Leverage data (e.g., call flows, transcripts, customer intent) to identify optimisation opportunities
• Enable adoption of AI/voicebot capabilities for high-volume servicing scenarios
• Manage stakeholders across Operations, Product, and Technology
• Support software development life cycle and initiatives to improve Customer servicing hub operations, employee journey and overall customer experience.
• Preparation of test cases based on user requirements, executing cases, and collaborate with developers to ensure all issues are resolved before release.

Requirements

• Diploma or Bachelor’s Degree in Computer, IT, Engineering or Business equivalent.
• Good understanding of Software Development Lifecycle (SDLC)
• Proficient in productivity tools such as Microsoft 365, Jira, Confluence, Figma, etc.
• Experience in Agile Project Management and Customer Service is preferred.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

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