Overview

WHO WE ARE:

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.

About Service Channels and Transformation

Service Channels and Transformation, Global Financial Services (GCFS), is committed to delivering exceptional customer experiences across all touchpoints. We leverage data-driven insights and a customer-centric approach to uphold service excellence and continuously enhance customer satisfaction.

Role Overview

As part of the GCFS team, you will be responsible for monitoring and ensuring adherence to established customer standards across all service channels. You will act as a key guardian of customer experience quality by conducting surveillance, identifying gaps, and driving corrective actions to maintain and elevate service standards.

How you succeed
To succeed in this role, you’ll need to be a collaborative problem-solver who can distill complex data into actionable insights. You’ll work closely with stakeholders to understand their needs, develop targeted solutions, and implement changes that drive business outcomes. By leveraging your analytical skills and business acumen, you’ll help OCBC stay ahead of the curve in a rapidly changing market.

What you do

  • Monitor and assess compliance with customer experience standards within GCFS.

  • Conduct regular surveillance activities including reviews and analysis of customer interactions and service delivery metrics.

  • Identify deviations from customer standards and collaborate with stakeholders to drive corrective measures.

  • Provide insights and recommendations to improve customer experience quality and consistency.

  • Work closely with cross-functional teams to embed customer standards into operational processes and execution.

  • Prepare and present surveillance reports to senior leadership, highlighting risks, trends, and improvement opportunities.

  • Support training and awareness initiatives to reinforce customer standards and best practices.

  • Maintain up-to-date knowledge of industry benchmarks, regulatory requirements, and emerging trends in customer experience standards.

Who you are

  • Bachelor’s degree or equivalent qualification required.

  • Minimum 5 years of experience in customer experience quality assurance, surveillance, or related roles, preferably within financial services.

  • Strong understanding of customer standards, service quality frameworks, and compliance monitoring.

  • Proven ability to analyze data, identify trends, and drive continuous improvement initiatives.

  • Excellent stakeholder management and communication skills, with experience engaging senior leadership.

  • Detail-oriented with strong analytical and problem-solving capabilities.

  • Ability to work independently, manage multiple priorities, and navigate complex environments.

  • Familiarity with customer journey mapping, service design principles, or experience design is a plus.

  • Resilient, proactive, customer-focused, and comfortable working in ambiguous and dynamic settings.

  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and adaptable to new software tools.

Who We Are
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.

What we offer
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Equal opportunity. Fair employment. Selection based on ability and fit with our culture and values. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

What we offer:

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.

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About OCBC Bank

OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

OCBC and its subsidiaries offer a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.

OCBC’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has more than 570 branches and representative offices in 19 countries and regions. These include about 300 branches and offices in Indonesia under subsidiary Bank OCBC NISP, and over 90 branches and offices in Mainland China, Hong Kong SAR and Macau SAR under OCBC Wing Hang.

OCBC’s private banking services are provided by its wholly-owned subsidiary Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals.

OCBC's insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the largest private sector asset management companies in Southeast Asia.