Quality & Service Manager-(240001HC)Description1.
QualityDevelop 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 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 Review and approve the nominations of Divisional monthly awards submitted by O&T departments based on the based on OCBC values.Act as the division representative for yearly Singapore Excellence Service Award (EXSA) submissions based on the EXSA criteria.Represent the Operations & Technology Division to review and submit nomination for the Group's half-yearly Service AwardsFoster sharing, professional development, and continuous improvement within the team.QualificationsGraduate in banking, finance, or related fields.
Fresh Graduates are encouraged to applyHolder 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.