Avp, Employee Experience Manager, Customer Centre, Cbgo, Group Coo

**Role Overview**: To plan, develop and execute strategies for managing and driving continuous improvement on People Operations, People Engagement, Talent Retention and Development within Customer Centre. To ensure seamless employee journey from onboarding to talent retention. To be responsible for the development and implementation of strategic framework and learning initiatives to improve organizational effectiveness and support business objectives in the areas of Awards & Publicity, external partnership eg tertiary institutions and culture.Key Responsibilities:

- Work closely with HR business partners to lead the strategic hiring and retention for the Centre* Work closely with HR business partner to drive talent management and career progression for the Centre* Work closely with T&O Engagement Council to ensure alignment on the overall People Engagement agenda & initiatives* Lead the People Operations Team and drive all People Operations initiatives: To ensure hiring effectiveness and efficiency, and to create a seamless onboarding experience for new hires.* Lead the Employee Engagement Team and drive all People Engagement initiatives: To drive employee satisfaction using a data driven approach to target key pillars of employee feedback and to align all activities/ plans within the centre via a sound and robust Employee Engagement strategy. driving high levels of employee engagement through the My Voice program.* Lead the Learning team and drive all Learning initiatives: To identify future/current training needs and drive effectiveness and improvements within the team.
Ensure that a robust learning infrastructure is put in place to support the dynamic operational requirements of the centre and changing servicing model.* Human Capital Development ? facilitate initiatives to help develop employees? skills and competencies based on the Triple E Framework (Education, Exposure & Experience).* Lead and drive a clear employee communications strategy to improve management of employees? feedback, events, campaigns & initiatives.* Sustainability ?
Building a framework and executing Corporate Social Responsibility programs.* Spearhead and govern projects related to Employee Experience to ensure all initiatives are aligned.* Promote digital initiatives and automate work processes within the team* towards a strong Learning Organization focus and ensure culture of continuous learning is embedded across the centre.* Develop/Run programs to achieve key strategic objectives in the culture, learning and human capital development in support of the vision, strategic plan and operating goals of the centre.* Business Excellence - engagement and communication with both internal and external stakeholders to exemplify the centre?s achievements though relevant industry certifications, awards and accolades.* Ensure governance for overall budget allocated to Employee Experience.Working Relationship:

- Direct reporting to Head of Customer Centre* Supervisory relationship to People Operations Manager, People Engagement Manager and Operations Admin Manager.* Working relationship with Operations & Support Teams within CCTR* Working relationship with internal support staff from other Business Units* Working relationship with external training providers and/or consultants* Close working relationship with Group HR business partners* Educational institutions e.g. PolytechnicsRequirements:

- Minimum 5 years in a Contact Centre environment with Operations/ Support/ HR management experience, preferably in a banking industry or customer service environment
- Project management experience related to People Development/ Training* Experience in leadership or people management role
- Possesses strong passion for people development and engagement* Strong communicator and relationship building skills* Good presentation and influencing skills* Possesses business acumen and strong decision making & problem-solving skills* Strong leadership skills with ability to lead, develop and coach* Proficient in navigation/ utilization of Data Visualisation Tools (e.g. Qlikview/ Tableau)* Knowledge in COPC/ HPMT