VP / AVP, Service Delivery Manager (Outsource Operations), Consumer Banking Operations, Technology & Operations

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

VP / AVP, Service Delivery Manager (Outsource Operations), Consumer Banking Operations, 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.


  • Manage Vendor to ensure optimal performance and improvement of existing processes
  • Monitor monthly service levels performance against critical measures set in service contract
  • Review monthly invoices billed by vendor
  • Oversee Change Controls and Special Requests to manage changes in the outsourced environment with the respective subject matter experts or control functions in the bank.
  • Review processes and identify areas for improvement, innovation, enhanced risks & control
  • Perform operational issue / incident / escalation management of cheque operations or system issues and identify root cause(s) and implement preventive measures.
  • Identify errors and risk events and log in Bank's system.
  • Provide operational support to Business Units for new initiatives - eg. Lockbox initiatives or participate in projects.
  • Manage and perform Business Continuity Planning (BCP) for outsourced-related matters
  • Identify and support Data Loss Prevention (DLP) implementations in the outsourced area
  • Prepare and facilitate audits by internal, external or regulatory Audit functions.
  • Perform and support site visits with site visit SMEs and control functions
  • Ensure control gaps are addressed with timely and appropriate action plans by the vendor
  • Perform monthly, yearly submission of SDM deliverables as defined in the Bank's Outsourcing Governance framework.

  • Minimum 5 years' relevant experience in financial institutions.
  • 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 and professional work attitude: ability to prioritize, and manage internal clients' expectations
  • A highly organized individual
  • Domain knowledge in Cheque processes will be an added advantage

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.