AVP, Analytics Lead - Customer Operations (CO) , Customer Centre, Technology & Operations AVP, Analytics Lead - Customer Operations (CO) ,  …

DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
AVP, Analytics Lead - Customer Operations (CO) , Customer Centre, Technology & Operations
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.
About the role
Anchored within the SG Customer Centre, agenda of Customer Operations (CO) is to drive optimized customer journeys, by reducing journey breaks and deploying customer interception strategies through a data-driven proactive & predictive servicing framework. The Analytics Lead will oversee the analytical arm supporting CO, responsible for partnering multiple cross-functional teams and stakeholders (spanning across business and technology) to drive business outcomes through a data-driven and experimentation-based approach. The individual will lead and develop a team of data science analysts, to effectively run data science deliverables and to provide thought leadership on advanced analytics. Focus will be to leverage on in-house data science capabilities and design for real-time experimentation to drive better customer journeys and optimizing the customer's experience across our digital touchpoints. The lead will support the Business Analytics Manager in a deputy role, to oversee and guide the wider team, supporting the team in driving key analytical projects and outcomes. This is a role that span four domains of skills: statistical/mathematical reasoning, business knowledge/acumen, programming and managerial skills.
Responsibilities
  • Lead a team of Data Science Analysts to work in a cross-functional AGILE manner with stakeholders in defining problem statements, collecting data and building analytical models to make suitable recommendations to drive business targets under Customer Operations (CO)
  • Overseeing and leading the wider CCTR Analytics Team, supporting key functional stakeholders within SG Customer Centre through data analysis and having an overview of the team's data infrastructure and pipeline
  • Partnering working teams closely to design experiments through use of data and iterate towards the targeted business outcomes
  • Effectively bridge the gap between business needs and data science capabilities - to identify areas of opportunities, leveraging on real-time analytics to shape stronger intervention strategies in achieving our digital outcomes.
  • Provide thought leadership based on current business and industry trends in advanced analytics, and to scale the team's data science and modelling capabilities
  • Oversee and assess the effectiveness and accuracy of data models, better improve and scale-up our current Hyper-Personalization solutions
  • Lead the team to apply statistical approaches and proactively identify meaningful insights through exploratory data analysis, and to present/share results of the data analysis with the squad members in an easily digestible format
  • Work with stakeholders to measure and report on business outcomes; routinely communicate findings, trends, recommendations and other key indicators to leadership
  • Design and build automated reporting dashboards on our data visualization platforms
  • Be a catalyst for creating a culture of experimentation (test, learn, scale) to drive growth
  • Facilitate sharing of knowledge within CCTR Analytics Team
Requirements
  • Minimum University degree in mathematics, applied statistics, data mining, machine learning, computing or related quantitative discipline with a strong background in statistical concepts and calculations
  • Preferably at least 6-8 years of experience in a business/data analyst function or in building statistical data model sets
  • Good understanding of advanced statistical techniques and predictive modelling concepts, machine learning approaches, NLP concepts, and recommendation and optimization algorithms
  • Proven track record in delivering outcomes even in a complex environment
  • Strong working experience in the following:
    • Python, Pyspark, Spark SQL, MySQL
    • Hadoop eco-system (Hive, HDFS, Pig etc.)
    • End to end data science workflow experience, starting from data extraction, wrangling, modelling and deployment in production environment
  • Experience manipulating structured and unstructured data sources for analysis, using statistical computer languages (R, Python, SLQ, etc.) to manipulate data and draw insights from large data sets
  • Preferably to have some knowledge/experience in development of data science projects
  • Good to have related experience in process improvements, AGILE methodologies, project management and leading change management
  • Business Knowledge or prior experience in the consumer banking/customer centre area would be advantageous
Core Competencies
  • Strong leadership capability and highly adaptable with a strong appetite for challenges
  • Demonstrated ability to work collaboratively in a multi-disciplinary team.
  • Good Business Acumen/Knowledge to prioritize business needs & promote effective analysis for respective stakeholders
  • Ability to see beyond the parameters of a single project to identify patterns, risks, trends and strategic context more broadly within the organization
  • Comfortable working in a fast paced, hypothesis driven, collaborative, and iterative engineering environment
  • Comfortable deconstructing complex/open-ended problems which may not yield a clear-cut solution
  • Meticulous, structured and systematic individual with an eye for detail and possessing good organizational capabilities
  • Integrity and maturity to manage the sensitivity of data
  • Excellent communication and interpersonal skills with good analytical and problem-solving skills
Technical Competencies
  • SQL Coding Expertise
  • Excellent working knowledge with programming languages such as SQL, R, Python
  • Mathematical/Statistical Knowledge (Basic Statistics and Relational Studies including ANOVA, Chi-Square, Clustering etc; Machine Learning & Predictive Algorithms expertise would be an advantage)
  • Proficiency in data visualization tools such as Qlikview/Tableau will be advantageous
  • General proficiency in MS Office (Excel and PowerPoint)
  • Knowledge of data science techniques and technologies with adequate understanding of details associated with each (e.g. data instrumentation and acquisition, overfitting/underfitting, model refresh, etc.)
  • Familiar with machine learning framework and different tasks performed during the modelling process
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.
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