Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Regional CB Operations initiatives focus on delivering scalable and efficient processing capabilities in various countries across DBS franchise. This role will provide the leadership in ensuring the successful implementation of such initiatives working with technology teams and in-country operations teams.
The suitable candidate will be responsible to drive:
Regional CB Ops automation strategy to increase productivity, focusing on workflow , process automation
Implement and support digital customer journeys to further improve both customer and employee experience in DBS.
Work with the regional operations teams to design and reengineer operations process flows.
Engage senior stakeholders throughout the various stages of program of work.
Drive and manage Regional CB Operations project management office.
Responsible for managing and implementation of the technology capabilities required by operations to support Digital Servicing Model.
Implement automation agenda to transform consumer banking operations across DBS.
Lead the execution and delivery of these capabilities in collaboration with various technology groups
Liaise with senior stakeholders on initiatives - from conceptualization to implementation.
Re-engineer the end-to-end process, analyse and review operations solutions.
Drive and manage Regional CB Operations project management office:
Manage overall program financials across Regional CB Operations and work closely with business stakeholders & financial controllers to obtain program funding and develop business plans.
Facilitate and assess budget, scope, risk and impact assumptions before project is undertaken
Facilitate monthly project steering committee meeting to monitor and report projects progress (following up until completion) and for strategic decisions
Facilitate and manage annual budgeting exercise
This model also assumes a governance process that involves the project office in all projects, regardless of , allowing it to assess scope, allocate resources and verify time.
Bachelor degree in any discipline.
Minimum 10 years of relevant experience in systems development, project management office and / or business process improvement initiatives.
Proven track record and experience in managing change management projects.
A hands-on team player who is able to see the big picture, possesses a can-do attitude and able to handle ambiguity.
Strong interpersonal, coordination and planning skills.
Ability to work with senior management (interact & influence) across organization.
Excellent oral and written communication and strong presentation skills.
Excellent knowledge of banking and technology.
Understanding of financial services applications in a cross-functional & diverse cultural environment.
General appreciation of system development life cycle (including Agile methodology).
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named âAsia's Best Bankâ by The Banker, a member of the Financial Times group, and âBest Bank in Asia-Pacificâ by Global Finance. The bank has also been named âSafest Bank in Asiaâ by Global Finance for seven consecutive years from 2009 to 2015.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases