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Team Manager – Digital Solutions & Service Analytics

Team Manager – Digital Solutions & Service Analytics

OCBCCyberjaya, Selangor, Malaysia
3 days ago
Job description

Team Manager – Digital Solutions & Service Analytics

Join OCBC to lead the Digital Solutions & Service Analytics team, driving digital initiatives and providing insights through data analysis to enhance efficiency, productivity and customer experience.

Responsibilities

  • Track project milestones, risks, and budgets, ensuring alignment with business goals.
  • Lead the team through end‑to‑end project lifecycles : planning, execution, testing and deployment.
  • Maintain stakeholder relationships with internal teams (IT, Transaction Banking & Business Unit) and external vendors.
  • Oversee maintenance and enhancement of call centre systems (CRM & telephony), acting as escalation point for system issues.
  • Drive automation and digitalisation initiatives to improve operational efficiency.
  • Oversee 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.

Qualifications

  • Degree in Business, Information Systems, Data Analytics or related field with a minimum of 10 years of relevant experience.
  • Proven experience managing teams and driving process improvements.
  • Strong understanding of call centre systems and technologies.
  • Strong analytical and problem‑solving skills; 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 (PMP, Agile) is an advantage.

    • What We Offer

  • Competitive base salary.
  • Holistic, flexible benefits to suit every lifestyle.
  • Community initiatives.
  • Industry‑leading learning and professional development opportunities.
  • Equal opportunity and fair employment.

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