Senior Associate / Associate, Business Analyst, Operations Digitization, Technology & Operations

  • Competitive
  • Singapore
  • Permanent, Full time
  • DBS Bank Limited
  • 16 Jan 18 2018-01-16

See job description for details

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.


  • Defining the case for change; leading work stream(s) to deliver and ensure alignment to the strategic objectives
  • Identifying, delivering and developing solutions for improved customer experience, instant fulfilment, straight-through processing, zero failures, and operational efficiency
  • Delivering and ensuring benefits realization, from digitally-enabled transformation initiatives
  • Lead business process re-design (across business, operations and technology), end-to-end user acceptance testing, incident and change management efforts.
  • Working with and presenting recommendations to senior management for guidance and decisions
  • Re-imagine customer journeys and re-design business processes across business, operations, and technology through conducting customer immersions, process walkthroughs, prototyping and testing
  • Identify, assess and capture behavioral and transactional triggers and touchpoints (for failures); mapping interactions with customers and internal bank parties
  • Develop dashboard visualizations, metrics, KPIs; establishing baselines and targets
  • Define data sources and requirements, for predictive insights and analytics
  • Define preventive actions, against triggers, thresholds, and insights
  • Lead ideation, experimentation, hypotheses formulation and testing
  • Conduct industry, market, competitor, whitepaper research, and synthesize best practices to inform solutioning
  • Bachelor Degree in Computer Science, Engineering, Mathematics, Statistics or Finance
  • Relevant work experience with analytics, and contact center or operations transformation programs
  • Advanced data analytics and modeling ability, with high proficiency in Microsoft Excel and Power-point
  • Driven, strategically-focused, organized with strong attention to detail and able to quickly grasp and frame complex issues, and develop plans and strategies to solutions.
  • Able to develop positive stakeholder relationships, through effective engagement and communications
  • Strong knowledge and familiarity with Singapore banking and financial services industry landscape
  • Experience with human-centered design, experimentation and A/B testing
  • Experience with process re-engineering and design, and agile methodologies and frameworks
  • Experience with predictive modeling, statistical and data mining techniques (e.g. GLM/Regression, text mining, social network analysis, etc.)
  • Strong commercial and business acumen
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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.