Full Time Team Manager – Digital Solutions - Service Analytics Jobs, in OCBC Selangor - Maukerja

As a Team Manager of the Digital Solutions & Service Analytics team, you will play a key role in driving digital initiatives & delivering insights through data analysis, to enhance efficiency, productivity and customer experience as part of the workforce transformation and digitalisation. You will lead a team handling digital projects, systems support, MIS reporting, and data analysis.

Responsibilities:

Project Management:

• Track project milestones, risks, and budgets, ensuring alignment with business goals.
• Manage team to ensure end-to-end project lifecycles, including planning, execution, testing, and deployment.
• Maintain strong stakeholder relationships with internal stakeholders (e.g., IT, Transaction Banking & Business Unit) and external vendors.

Systems Support & Enhancement:

• Oversee the maintenance and enhancement of call centre systems (e.g., CRM & telephony). Act as the escalation point for system-related issues and incidents.
• Drive automation and digitalisation initiatives to improve operational efficiency.

Service Analytics:

• Oversee the development and maintenance of dashboards, reports, and performance metrics to support business decisions.
• Ensure timely and accurate delivery of MIS reports to internal stakeholders.
• Identify data trends and provide actionable insights to improve service delivery and operational performance.

Requirements:

• Degree in Business, Information Systems, Data Analytics, or a related field, with minimum 10 years of relevant working experience.
• Proven experience in managing teams and driving process improvements
• Strong understanding of call centre systems and technologies.
• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Project Management certification (e.g., PMP, Agile) is an advantage.