Overview

Service Channels & Transformation

(VP/AVP) Data Analyst – Service Channels and Transformation  – (240001SC)

Description

 

We are looking for a talented Data Analyst to join our Service Channels and Transformation team. The ideal candidate will have a passion for data and analytics, with the ability to turn complex data into actionable insights. The Data Analyst will be responsible for collecting, analyzing and interpreting large datasets to help drive business decisions and strategies. The successful candidate will possess strong analytical skills, attention to details, and the ability to communicate findings effectively to stakeholders. 

Overall Responsibilities

·       Collect and analyze large datasets to identify trends and patterns, interpret data and provide insights to support decision-making

·       Ensure data accuracy and integrity

·       Collaborate with cross-functional teams to drive service excellence agenda with meaningful data insights and monitoring tools

·       Support respective Business Units in driving improvements in customer journeys with insights and recommendations

·       Provide thought leadership to the Service Transformation team on how data led techniques could significantly improve customer satisfaction and support desired business outcomes

·       Provide support to the Contact Centre Workforce Management team to obtain insights to drive resource optimization

·       Drive automation opportunities using SQL database or/and VBA Contact Centre Workforce Management team

·       Support in producing management and regulatory reports

 

Qualifications

 

Requirements (Knowledge, Skills & Competencies):

General Knowledge & Experience:

    • Be updated on industry service standards, best practices and capabilities for benchmarking and consideration within CFS
    • Previous data analytics experience covering at least 4 years or more in contact centre, customer service and financial industry preferred
    • Someone with Behavioural Science skillset will be a plus.

Programming & Data:

    • Ability to analyse, identify, visualize and describe key trends within large datasets
    • Strong in statistical modeling and visualization to synthesize vast amounts of data into key insights

o   Some prior exposure to analytical software tools of leading analytical software tools (such as Python/SAS/R/VBA); leading database environments (Oracle / Teradata / Hadoop / SQL); visualisation tools (Power BI/Qlikview/ Tableau).

Communication & Soft Skills:

    • Ability to work independently and as part of a team
    • Outcome-driven individual and someone who thrive on solving complex problems
    • Passionate in deliver customer-centric service
    • Comfortable to lead conversations from a data standpoint to drive service data-first culture
    • Possess growth mindset and the willingness to try

 

Primary Location

: Singapore

Job

: Customer Service

Organization

: Service Channels & Transformation

Schedule

: Permanent

: Full-time

Job Posting

: 04-Dec-2024, 12:00:38 PM

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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.