AVP, Service Delivery Manager for Self Service Banking – Services Operations, Technology and Operations

  • Competitive
  • Singapore
  • Permanent, Full time
  • DBS Bank Limited
  • 20 Apr 19

AVP, Service Delivery Manager for Self Service Banking – Services Operations, Technology and 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.


  • Manage Machine Servicing 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 vendors and internal teams 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.

  • Degree holder with at least 8 years of relevant experience
  • Managing Servicing operations in the hardware / Financial Services industry
  • Project life cycle experience in Hardware/Financial Services Industry
  • Process re-engineering/six sigma capabilities
  • Vendor management skills including service contract negotiations
  • P/L management of a services operations
  • Domain expertise in ATM operations will be an added advantage
  • 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

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.