Job Details

SGD240000 per annum
Job Type
Cynthia Cheung
3 months 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