Singapore
I lead a team of Demand Managers in fulfilling the Customer Centre's strategic objectives of reducing call demand and making Banking effortless for customers. Leveraging on big data and interdepartmental forums (e.g. Customer Centre Journey Events using Human-Centered Design Tools; REDesign Methodology; Business Agile; Demand Management Forums; etc), my team drives process improvements and enhances customer experience through our award-winning Demand Management strategy of Eliminate, Migrate & Optimise.
Responsible for: - Implementing good quality control governance over business initiatives' execution and management reporting. - Ensuring operational readiness for business initiatives by considering all aspects, including headcount requirement and training; processes and risks; budget requirement; staff communications; customer experience and post-implementation review