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VP / AVP, Service Delivery Manager (Cash Operations), Self-Service Banking, Technology and Operat...

Keywords / Skills : VP / AVP, Service Delivery Manager (Cash Operations), Self-Service Banking, Technology and Operat...

Posted: 2018-07-11

Banking/ Financial Services
Banking, Insurance & Financial Services
Other BFSI
Posted On
11th Jul 2018
Job Ref code
Job Description
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.
Key Accountabilities
  • 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.

About Company

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 “Asia's Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for seven consecutive years from 2009 to 2015.

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