AVP - Service Transformation

The OCBC Group Consumer Financial Services (GCFS) Division aspires to deliver the best-in-class service in the banking industry. At Service Transformation Department, we aim to transform service to achieve differentiated customer experiences. We believe every individual plays a unique role in the customer experience journey and all must work together as a team to deliver a superior customer experience.

This role will sit within the Service Culture team, part of the Service Transformation Department, and is responsible for Service Communications and Awards. The team works closely with service value chain partners, to drive a strong service culture and champion service excellence practices. Using different channels and modes of communications, we engage stakeholders, from leadership level to frontliners, to continuously transform and uplift our service.

To motivate and recognize staff who went the extra mile for service, the team also facilitates service recognition and rewards programmes across the Group and within GCFS.

Your role is to work closely with the team members and engage stakeholders regularly to deliver outcomes that will strengthen customer-centricity and the delivery of differentiated service experiences.

KPI for the role
Deliver award programmes and service communications to meet the objectives of the initiatives and within the timelines set.

Responsibilities

• Work closely with stakeholders across the Group and within GCFS to facilitate service recognition and rewards programmes to recognize deserving employees who went the extra mile for service.
• Participate in the brainstorming and development of new ideas to plan differentiated experiences in service recognition events for employees who won service awards.
• Support CFS units in the fulfilment of vouchers for service recovery and awards purposes.
• Facilitate service induction programmes to new hires and leaders.
• Develop service communications to share best service practices and service initiatives, within and outside the bank . Provide case studies from the bank's complaints or compliments received to drive change and sustain a high level of service.
• Lead service communications and awards related initiatives to improve customer experiences or employee experiences in delivering excellent service to customers.

Qualifications
Job requirements

• 3 - 5 years of working experience, with key responsibilities in driving customer service experiences, internal communications, and management of events.
• Degree holder in Business, Marketing, or related disciplines.
• Excellent working knowledge of Microsoft office skills such as MS PowerPoint, Excel, and Word.
• Service-oriented, highly motivated and enjoys working on outcomes that will deliver positive impact to customer and employee experiences.
• Good interpersonal and communication skills.
• Able to work independently with minimal supervision.
• A team player who takes initiative to support other team members.

Reporting to: VP, Service Transformation