(Vp/avp) Data Analyst

2 weeks ago

Singapore OCBC Bank Full time

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

**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
- 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

**Job Posting**: 04-Dec-2024, 2:00:38 AM

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