VP, Customer Fulfillment, Technology & Operations VP, Customer Fulfillment, Technology & Operations …

DBS Bank Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
DBS Bank Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
VP, Customer Fulfillment, Technology & Operations
Business Function

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 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.


  • Manage the fulfillment processes (mainly non-monetary area) for both internal and external customer service requests within SLA

  • Manage working relationships with internal/ external customers and other service partners/ external parties asking for the customer information inquiry services, winding up & bankruptcy, deceased and court order handlings to ensure a seamless process flow for services provided

  • Lead a centralized team of 20 staff to provide customer fulfilment service/onboarding team/ judicial management services, including customer information & account record search as requested by law enforcement agencies, handle bankrupt and deceased cases, handle various type court cases, handle returned mails and invoice settlement of public record search services Establish end to end SLA as far as suitable and ensure services provided are accomplished within specified standards of service quality and turnaround time either specified in internal SLA, industry practice or in court order

  • Manage productivity and efficiency of staff and transaction and seek improvement on continuous reduction on unit cost per transaction

  • Develop and continuously review, streamline and improve daily operation steps as well as explore digitalization opportunity to increase efficiency and reduce turnaround time with reasonable internal controls and mitigation of operation risk

  • Review operation manual and operation handbook to ensure the manual/SOP is updated with changes in products, process and guidelines over time

  • Promote the staff awareness on regulatory and compliance requirements and internal control standards and ensure all operations are compiled to the statutory and regulatory requirements

  • Ensure periodic risk based self-assessment and exception/ non-compliance issues are truly reflected in respective management reports and ensure any outstanding issue as identified is rectified properly and timely

  • Provide support to customers in ad-hoc project, new product and services and test in system enhancement

  • Promote staff morale and team culture and build up an efficient, knowledgeable and professional back-end operation support team with good succession planning for staff at all ranks


  • Complete Form 5 or above, University Degree Holder an advantage

  • Professional qualifications in Banking (e.g. AHKIB) an advantage

  • Minimum 15 years' in customer fulfillment and operations processing for consumer banking products/services experience

  • Minimum 10 years' in managerial position

  • Good knowledge of consumer banking products including credit card, loan and banking products as well as consumer /commercial laws and related regulatory rules that impact consumer products

  • Strong leadership skills and cross-team collaboration

  • Good judgment, problem solving and decision-making ability

  • High sense of risk awareness and react quickly to mitigate risk

  • Results oriented and proactive to seek improvement on productivity and operations quality

  • Strong Project management skills

  • Good command of English & Chinese

  • Good PC skill in MS office

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.

We regret only shortlisted candidates will be notified.
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