SVP, Head of Change, Customer Experience & Claims Ops, Self-Services Banking, Consumer Banking Operation, Technology & Operations

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

SVP, Head of Change, Customer Experience & Claims Ops, Self-Services Banking, Consumer Banking Operation, 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.


  • Lead a team of Project Manager (s) and Operational Manager (s) to run a portfolio of change management, customer experience and claims operations for Self- Service Banking channel
  • Run the "Change the Bank" agenda within Branch and SSB platform to bring the innovative solutions and technology to improve risk & control environment, operational efficiency and re-imagine customer journey
  • Manage team of customer journey analysts to manage SSB complaints/ feedback and run iconic customer journey to deliver service excellence and improvement in customer experience.
  • Manage Claims operations team to handle the settlement of SSB claims and / or disputes within agreed TAT and delivered following RED principles
  • Work closely with SSB Operation Head (s) to identify areas for improvement opportunities on workflows, procedure and system to better managed controls and overall streamlining the process.
  • Work with platform coordinator and Operational PSC coordinator to ensure timely reporting with appropriate commentary to Project Steering Committee.
  • Develop communication framework and manage execution as part of projects delivery to ensure all changes are managed effectively
  • Support SSB Product Owner (s) to manage product backlog, prioritization and budget for Branch and SSB Platform

  • A Master's degree with at least 10 years of experience in Business Transformation/ Operational Excellence/ Run Operations within Financial Services industry.
  • A certification in PMP will be an advantage
  • Familiarity with Consumer Banking Operations and SSB terminals and its operations will be an advantage.
  • Excellent communication skills and ability to engage various stakeholders.
  • Self starter and ability to multi-task.
  • Good analytical and writing skills.
  • Ability to work independently, with strong planning and organization skills.
  • Strong planning, organisational and analytical skills
  • Attention to detail and accuracy
  • Effective problem solving skills
  • Proficient in Microsoft Powerpoint, Excel and Word
  • Able to work independently with strong teamwork values
  • Excellent inter-personal and communication skills
  • Handling of cost and financials for a portfolio of projects (>5M SGD)
  • Team development, appraisal and day to day management
  • S/w project delivery lifecycle (Waterfall/Agile)

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.