Strategic business planning & execution for the Customer Centre’s digital transformation across IVR, Voice Biometrics, Video Teller Machines, Mobile apps, and many more

1) Strategic business planning for digital initiatives across One-stop CRM platforms, Event Prediction engines, Text Chat, and many more2) Manage enhancements on PABX/IVR & Phone banking system for improved usability and top customer satisfaction

1) In charge of Customer experience of IVR/Phone Banking,- defining and leading usability enhancements, and also leading the marketing of Phone Banking Usage.2) Business Lead for Telephony Projects and various next-generation Call Centre Technology (i.e, making DBS the first local Bank in Singapore to deploy Speech Analytics)

1) Introduce new systems & applications while representing call centre users,- from functional specifications review, to UAT, and finally to implementation. For existing systems,- to provide user support on enquiries & issues2) In charge of IVR/PABX flow design & telephony requirements for existing hotlines or any new routing requirements.3) Custodian of Phonebanking system and ensuring CRM is updated when there are changes in business processes including new STP features.

1) In charge of scheduling for 200+ FTEs on a 24/7 work pattern, with various shift patterns that minimize costs of shift allowances, while hitting a high hit rate of employee preferences. (Won Best Support Champion Gold award in 2009 by popular vote coming from all Centre employees)2) In charge of Centre reporting on performance statistics & dashboard reporting & analysis.3) In charge of forecasting & what-if scenarios.

1) Providing support to day-in day-out Call Centre Operations by means of accurate call load forecasting, staff scheduling, reporting, and real-time monitoring.2) Senior of a team of 3 specialists supporting 200 FTEs