Gregory Chan

Head, Service Channels and Transformation
Global Consumer Financial Services
OCBC Bank

IBF Fellow (2020)

Retail Banking

"Learning, un-learning and relearning are deliberate and lifelong disciplines; the tenacity to adapt and seize every opportunity arising from evolving mega trends becomes even more pertinent in times of crisis."

Biography

Gregory has 37 years of experience in the retail banking industry. He has taken on sales and service distribution roles, to product and strategic planning roles, supporting both local and regional consumer banking businesses.

He is currently the Head of Customer Experience and Transformation at OCBC Bank, responsible for spearheading service culture transformation through process improvements and staff development in both technical competencies, superior customer engagement and advisory. The role also involves overseeing OCBC Bank's regional contact centres.

Gregory's achievements include the design and implementation of the bespoke, first-of-its-kind OCBC-Wealth Management Institute Wealth Management Programme for OCBC Premier Banking and Premier Private Client relationship managers, and developing a Digital Literacy Programme incorporating a certification workshop and refresher modules for OCBC Bank's Consumer Financial Services division. 

Gregory has been a member of the IBF Consumer Banking Workgroup since 2017. Supporting the Workgroup's upskilling and reskilling initiatives, Gregory led OCBC Bank's Consumer Financial Services division's development and roll-out of the Professional Conversion Programmes, in conjunction with IBF's Skills Framework for Financial Services.

Gregory joined OCBC Bank in 2002 as General Manager of OCBC Finance. After leading the merger of OCBC Finance with OCBC Bank, Gregory held several management roles in OCBC Bank's Consumer Financial Services division, including Head of Secured Lending, where he was tasked with driving the loans portfolio growth in Singapore and China. He was also Head of Regional Consumer Franchise, where he was responsible for developing the consumer business strategy roadmap for growth opportunities in the Indonesia and China markets.

Outside of banking, Gregory engages in volunteer work and has been conferred two Singapore National Day Awards – a Public Service Medal in 2003, and a Public Service Star in 2011. Gregory holds a bachelor's degree Majoring in Economics and Statistics from the National University of Singapore.