Senior Associate, Strategic Initiatives Analyst, Customer Centre, Consumer Banking Operation, Technology & Operation (WD38831)

Senior Associate, Strategic Initiatives Analyst, Customer Centre, Consumer Banking Operation, Technology & Operation (WD38831)

Dbs Bank Ltd.
2-5 years
60000 - 84000 SGD

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 Summary

The Strategic Initiatives Analyst is responsible for supporting the creation or integration of major Customer Centre's technologically driven innovation for employees & customers.

Within this role, the Strategic Initiatives Analyst shall be responsible to execute technological-driven change management and lead an effective project charter within various departments in the Customer Centre. He/she will also need to be able to innovate on technological solutioning, and finally be able to articulate technological successes backed by relevant Customer Centre business metrices.

The Strategic Initiatives Analyst is responsible for all the systems under CCTR to ensure stability of the systems.


  • To manage major technology initiatives with stakeholders and internal project charter to meet projected timelines, objectives and benefits using project management processes that includes gathering/validating user requirements, training/communication to end users and post implementation benefits realization.
  • Key Stakeholder to review and manage Simplicity & Data-Driven concepts into system design, but with adherence to processes & being compliant.
  • Ensure timely and accurate project status updates.
  • Follow up on post implementation issues and review till closure of the project.
  • Ensure projected savings on projects are actualized and ensure satisfaction rates of users.
  • Create showcases of value & be able to present accomplishments for the digital transformation of Customer Centre.
  • Ensure continuous stability of assigned system (if any) during BAU operations.


  • Tertiary education in any discipline
  • Minimum 3 years of Contact Centre experience, preferably in a financial institution
  • Strong knowledge in Customer Centre systems & processes mandatory
  • Prior experience in Project Management, SDLC Waterfall or Agile preferred
  • Excellent written and verbal communication including presentation skills
  • Excellent relationship building & management skills
  • Excellent planning and organising skills, with ability to take ownership of results
  • Data-driven, and ability to champion change/ innovation orientationAbility to envision the journey, and provide constant iteration
  • Strong customer and business focus
  • Good teamwork and collaboration
  • Proactive & able to work independently
  • Must be able to work after-office hours as & when required due to work nature
  • Good knowledge of project management lifecycle & Agile
  • Good knowledge of Contact Centre systems & applications
  • Good working experience on statistics

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 Dbs Bank Ltd

Similar Jobs

People Also Considered

Career Advice to Find Better