Quality & Service Manager

1. Quality

• Develop and instill a comprehensive quality strategy for the Operations and Technology division.
• Monitor and evaluate the effectiveness of quality frameworks implemented within the division.
• Organize and facilitate workshops to drive the division's quality strategies.
• Create quality and service-related training materials and provide training to promote a quality and service mindset across the division.
• Coach projects under the Group Operational Excellence Change Programs, utilizing Agile, Six Sigma, and design thinking methodologies.
• Cultivate a culture of quality and service excellence within the division.
• Drive process improvements and recognize process improvement teams (PITX).

2. Service Management

• Establish and manage service level agreements (SLAs) with business units, ensuring adherence to the service management framework.
• Renew yearly SLAs between OCBC and OABB, as well as O&T E2Power Sdn Bhd.
• Act as the division representative for complaint management meetings.
• Identify service gaps through root cause analysis of incidents and complaints, and drive improvement initiatives.
• Conduct trend analysis and benchmarking against industry standards.
• Prepare monthly reports on service level indicators for the group.
• Monitor compliments received by the Operations and Technology staff.

3. Rewards & Recognition

• Approve monthly LIFRR awards (OCBC values) submitted by O&T departments based on the LIFRR criteria.
• Act as the division representative for yearly EXSA (SG national awards) submissions based on the EXSA criteria.
• Review and submit nomination for half-yearly GEMS awards (service awards) and yearly Chairman's GEMS awards (prestige service awards).
• Foster sharing, professional development, and continuous improvement within the team.

• Graduate in banking, finance, or related fields.
• Holder of Lean Six Sigma certification or equivalent.
• Proficient in English and Mandarin communication.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
• Excellent analytical and problem-solving abilities, with a keen attention to detail.
• Strong organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Possess a strong service mindset.
• Proactive and passionate about driving process improvement and efficiency gains.