Vivien Ong

EXCO Member

Head of WFM - DBS Customer Centre

Vivien currently heads the Workforce Management team at the DBS Customer Centre for both Singapore and across 5 other Asian markets. She is responsible for the overall workforce planning, forecast and resource modelling strategies to support the centre’s transformational journey towards Digital Customer Servicing and future-ready employees. Before that, she was leading the Customer Centre frontline operations team and responsible for service delivery for key customer touchpoints that includes Voice, Non-Voice channels (Emails and Live Chat), Social Media and Video Tellers services. 
 
Prior to joining DBS, she held roles in business development, operations management, start-up and business transformation and was extensively involved in implementing Contact Centre initiatives for both public and private sector organizations through strategic outsourcing.