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.

General Description

We are seeking an inspiring and dynamic leader to drive the transformation of our Group Payment Operations into a client-centric, service-driven organization. This role will champion a culture of service excellence, embedding a “client first” mindset across all touchpoints of payment operations. You will serve as the ambassador for service innovation, collaborating closely with internal stakeholders and external partners. Your leadership will be instrumental in elevating the team’s reputation as a trusted, proactive partner dedicated to delivering an outstanding client experience and operational excellence.

Key Responsibilities

Service Delivery & Change Leadership

  • Lead the transformation of Group Payment Operations into a client-focused service organization, embedding a culture that prioritizes client needs, responsiveness, and proactive problem-solving.

  • Partner with internal stakeholders to align service delivery strategies with broader business objectives, ensuring operations consistently exceed client expectations.

  • Champion continuous improvement initiatives that enhance operational efficiency, service quality, and risk mitigation, fostering a culture of accountability and excellence.

  • Drive the standardization and optimization of operating procedures with a strong emphasis on reducing friction points and elevating the client experience.

  • Ensure timely, accurate, and compliant delivery of payment services in line with agreed SLAs and regulatory requirements.

  • Monitor and analyze service performance metrics, risk indicators, and client feedback to identify opportunities for enhancement and innovation.

  • Act as the primary liaison and trusted partner for internal stakeholders, cultivating transparent and collaborative relationships that support seamless service delivery.

  • Communicate regularly with senior leadership on service performance, risk management, and transformation progress, providing insights and recommendations to inform decision-making.

  • Inspire, coach, and develop a high-performing team committed to continuous learning, client advocacy, and operational excellence.

Qualifications

  • Bachelor’s degree in Business, Finance, or related discipline.

  • Minimum 10 years of experience in payment operations or related banking functions.

  • Proven ability to lead service transformation and change management initiatives.

  • Strong leadership skills with the ability to inspire and motivate teams to achieve operational and service excellence.

  • Excellent verbal and written communication skills, enabling effective engagement and collaboration with stakeholders at all levels of the organization.

  • Strong critical thinking and problem-solving abilities to proactively address operational challenges and drive innovative, client-centric solutions.

  • Demonstrated ability to build a service-focused culture that combines strong operational discipline with understanding client’s needs and encouraging innovation.

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.

JR00004900

Tagged as:

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.