Job Details

SGD240000 per annum
Job Type
Cynthia Cheung
Contact email
Email Cynthia
Contact phone
65 6692 0703
12 days ago
One of the world's leading Investment Banks is looking for an SVP - Head of Contact Centre, to manage their consumer phone banking division.

You will report directly to the APAC Head of Operations.

You will be responsible for managing a functional area through subordinate mangers and their teams, in coordination with the Service team. 

  • Engage in higher level strategic planning with senior directors, and contribute to short to medium-term planning of actions and resources
  • Resolve complex and varied issues, by applying a comprehensive understanding of concepts and procedures within own area
  • Evaluate staff performance and make recommendations for pay increases, hiring, terminations and other personnel actions
  • Ensure high quality and high volume productivity, and drive organizational change through process improvement, eliminating friction points
  • Collaborate, build relationships, and work across the organization in a multi-site matrix operations environment
  • Build an effective team through hiring exceptional candidates, coaching, collaboration and motivation of staff
  • Establish and execute realistic action steps and timelines
  • Bachelor’s degree/University degree or equivalent experience
  • Master’s degree preferred
  • 10+ years of experience in a customer experience/contact centre environment
  • Operations leadership in a complex, multi-site environment required
  • Lean and / or Six Sigma experience preferred
  • Financial Services experience preferred
  • Demonstrated leadership of large groups of people
  • Ability to form and leverage cross-functional relationships to achieve business objectives
  • Proven advocate of transformational change and ability to act as a change agent
  • Consistently demonstrates clear and concise written and verbal communication
  • Demonstrated ability to remain unbiased in a diverse working environment