Desife Joy Aljas

With over 18 years of experience in the banking sector, I have honed my skills in Workforce Management, Contact Centre Operations, and Banking Operations. My career has been marked by a proven track record of leading Contact Centre transformations and optimizing performance across regional teams. I am passionate about enhancing operational processes and driving team success through actionable insights and data-driven decision-making.

In my most recent role as Card Operations Processing Centre Manager at United Overseas Bank, I directed card operations with a focus on improving KPI achievement. I coached and developed a team of credit card application reviewers, fostering a positive work environment. My experience also includes managing budget planning and ensuring regulatory compliance, which has equipped me with the ability to leverage MIS tools for effective data presentations.

Previously, as a Contact Centre Workforce Manager, I developed and managed comprehensive workforce plans for teams across multiple time zones, ensuring optimal resource allocation for a workforce of over 500 employees. My ability to analyze historical data and trends has been instrumental in creating accurate staffing models and improving productivity to meet service level agreements.