Contact Centre

As 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.

Key responsibilities

Risk Framework & Governance

• Develop and maintain robust risk and control frameworks aligned with OCBC standards and regional model.
• Oversee operational risk assessments, control testing, and remediation plans.
• Ensure compliance with country regulatory requirements from MAS, BNM, HKMA and OCBC policies.
• To play the role of Business Continuity Plan (BCP) Coordinator for Contact Centre.

Audit & Regulatory Management

• Lead internal audits and thematic review, ensuring timely submission of info request and clarification, and action plan for audit closure.

Operational Resilience

• Drive process optimization and automation initiatives using AI-enabled technologies. Implement AI solutions to reduce labour-intensive risk and control checks, replacing manual sampling with 100% automated checks across all interactions and transactions. Utilize AI-driven analytics to identify outliers and exception items, enabling proactive risk mitigation.
• Drive business continuity planning and operational risk mitigation strategies.
• Review regulatory requirements and internal risk management policies and implement procedures for effective controls and compliance
• To perform risk-based assessment & process review and risk advisory for existing system of internal controls, exception handling solution, and new process design & initiative in Contact Centre and monitor emerging risks and implement proactive controls.
• To investigate fraud & operational loss events and recommend process changes where appropriate
• Implement effective controls to mitigate risks and ensure compliance with regulatory requirements
• To complete management reporting requirement / develop and maintain risk management reports and dashboards to track key risk indicators

Stakeholder Engagement

• To conduct & communicate internal control check results to operations unit for improvement.
• To create awareness and promote control of culture in Contact Centre through sending regular reminder, and conducting risk & control related training & briefing.
• Partner with senior leadership, compliance, and technology teams to embed risk culture.
• Strong stakeholder management skills, including influencing decision-making through risk insights and data-driven recommendations.

People Leadership

• Proven ability to lead and develop diverse teams across multiple geographies (e.g., Singapore, Malaysia, Hong Kong) and build a team of risk professionals.
• Foster a culture of accountability, continuous improvement, and collaboration.
• To drive engagement and performance by mentoring staff and fostering collaboration.
• To understand the changes in operating environment and upskill team members to meet the changing demand.
• Track record of mentoring and succession planning for critical roles.
• Experience in building a culture of compliance, risk awareness, and operational excellence.
• Ability to manage through ambiguity and drive change in complex environments.

Experience

• 5–10 years in banking or financial services, with at least 2–5 years in risk and control leadership roles.
• Regional exposure and familiarity managing risk frameworks across multiple jurisdictions will be an advantage.
• Hands-on experience in operational risk, compliance, and internal controls within contact centre or customer operations.
• Hands-on experience implementing AI-enabled technologies for risk monitoring and operational efficiency.
• Familiarity with regulatory requirements in at least one of the Asian countries (MAS, HKMA, BNM, etc.).
• Experience in managing large-scale audits and remediation programs.

Skills required

• Risk Management Expertise: Ability to design, implement, and monitor risk control frameworks.
• Analytical Skills: Strong capability to interpret data, identify trends, and propose actionable insights.
• Communication Skills: Excellent written and verbal communication for senior management reporting and regulatory interactions.
• Problem-Solving: Ability to identify and resolve complex operational issues under pressure.
• Leadership & Influence: Skilled in driving compliance culture and influencing without direct authority.
• Team Management: Proven ability to lead, motivate, and develop high-performing teams across multiple geographies.
• Interpersonal Skills: Ability to build strong relationships with stakeholders at all levels and foster collaboration.
• Conflict Resolution: Skilled in managing and resolving disputes constructively while maintaining positive working relationships.
• Strategic Thinking: Ability to align risk and control initiatives with broader business objectives and anticipate future challenges.
• Adaptability: Comfortable working in dynamic environments with evolving regulatory and operational requirements.

Technical skills

• Familiarity with risk and control frameworks.
• Knowledge of contact centre technologies (e.g., CRM systems, telephony platforms, AI-enabled monitoring tools).
• Understanding of data privacy regulations (PDPA, GDPR) and cybersecurity risk.
• Proficiency in risk assessment tools, audit management systems, and reporting dashboards.
• Awareness of business continuity planning and operational resilience standards.
• Proficient in Microsoft Office Word, PowerPoint, and Excel.

Competitive 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.