Singapore Job Openings
OCBC Bank
(VP/AVP) Data Analyst - Service Channels and Transformation
FULL TIME
December 4, 2024
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
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.
- 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
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
Job: Customer Service
Organization: Service Channels & Transformation
Schedule: Permanent
Job Posting: 04-Dec-2024, 2:00:38 AM
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