Business Function 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. Job Purpose
Manage the day-to day servicing operations and Implement innovative and best-in-class initiatives within the Cash Operations portfolio across Singapore SSB network to meet world class service KPIs and effortless experience for customers
Review and improve processes to maintain efficiency and productivity balancing these with risks/controls and service quality.
Lead and mentor country operation teams to ensure agreed Business SLAs, Vendor SLAs, Staff Efficiency & Productivity targets are met.
Implement innovative service improvement programs and projects to deliver operational excellence and effortless banking journey at Self Service Banking channel
Full support to Regional Process owner (ROPO) to maintain and manage Regional SSB handbook and any deviation from policy
Ensure countries meet minimum standards in all relevant metrics and timely preparation of scorecard and submission to Ops risk forum and senior management.
Manage Cash Operations Vendor/s to ensure optimal performance and improvement of existing processes
Monitor performance vs service contract and cost / budget.
Constantly monitor SSB performance, identify issues and analyse root cause(s) and develop proactive actions with countries to meet SLA.
Develop indicators (leading/lagging) to identify potential service issues and preventive measures.
Lead and mentor country operation teams (vendor management, claims, analytics, reconciliation) to meet agreed SLA, and Staff Efficiency & Productivity targets.
Review processes and identify areas for improvement and risk control.
Provide operational support to BUs for new initiatives.
Provide coaching and counselling to staff and improve their skill set.
Provide decision on issues of exception within the scope allowed.
Handle specific projects assigned.
Strong leadership skills with sound, analytical and decision-making abilities
Excellent inter-personal and communication skills in dealing with all levels of staff and external parties
Strong people-relations and influencing skills
Demonstrate Critical thinking: ability to suggest improvements and identify risks
Strong Service orientation: ability to prioritize, ability to manage internal clients’ expectations and professionalism
A highly organized individual with solid project management skills
Systems development and/ or business process improvement initiatives
Project life cycle experience in Financial Services Industry
Process re-engineering/six sigma capabilities
Operations research/quantitative or modelling background
Domain expertise in consumer banking products and processes will be an added advantage
Apply Now 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