Who We Are
As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.
Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future.
We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.
Your Opportunity Starts Here.
This is the broad job description of the job profile. Definitive job description should be reviewed and discussed between you and your manager.
Head of Branch Service and Risk Management - MD
Why Join
The Head of Branch Service and Risk Management is responsible for overseeing service delivery, operations governance, and risk control across all branches, Premier Onshore, Premier Banking Asia (PBA) & Premier Private Client (PPC) in Singapore. This role ensures operational efficiency, consistent customer experience, and compliance with local regulatory standards such as those mandated by the Monetary Authority of Singapore (MAS). The incumbent leads strategic initiatives to enhance service quality, strengthen branch controls, and mitigate operational risks while supporting business growth.
What you do
- Branch Operations Management
- Oversee daily branch operations to ensure efficiency and compliance with internal and external requirements.
- Standardize and streamline branch processes, SOPs, and operational guidelines.
- Monitor branch productivity, turnaround times, and operational KPIs.
- Collaborate with IT and operations teams to enhance systems, automation, and service capabilities.
- Branch Service Excellence
- Lead the design, implementation, and monitoring of service standards across all branches.
- Drive a culture of customer-centricity, ensuring consistency in service delivery.
- Analyze customer feedback, complaints trends, and branch performance to identify improvement opportunities.
- Implement service transformation initiatives, digital adoption, and workflow enhancements.
- Risk, Compliance & Control
- Lead the branch risk management framework covering operational, compliance, and fraud risks.
- Ensure branches comply with MAS regulations, AML/CFT requirements, internal policies, and audit standards.
- Conduct periodic AML risk assessments, thematic reviews, and control testing across branches.
- Act as key liaison with internal audit, compliance, and regulators for branch-related matters.
- Collaborate with stakeholders to provide training and awareness on risk, compliance, and control obligations.
- Governance & Quality Assurance
- Develop branch governance structures including service scorecards, operational dashboards, and control metrics.
- Lead incident management, root-cause analysis, and remediation of operational issues.
- Implement continuous improvement frameworks to reduce errors, losses, and service breaks.
- Ensure accurate documentation, timely reporting, and branch readiness for inspections/audits.
- Strategic Leadership & Stakeholder Management
- Provide strategic direction for branch operations, service transformation, and risk governance.
- Partner with Retail Banking, Wealth Management/product mgrs, R&P Operations, O&T and Digital teams to drive cross-functional initiatives.
- Represent branch operations in management committees and working groups.
- Support strategic planning, budgeting, and resource allocation for the branch network.
- People Leadership
- Lead, coach, and mentor branch service and risk teams.
- Build operational capability through training, talent development, and succession planning.
- Foster a culture of accountability, high performance, and continuous improvement across branches.
Who you are
- At least 1015 years of experience in business operations, enterprise risk management, or corporate services.
- Proven leadership experience in a senior operational or risk management role.
- Strong track record of managing cross-functional teams and implementing organization-wide initiatives.
- Strong understanding of risk frameworks, compliance regulations, and corporate governance.
- Excellent analytical, strategic thinking, and problem-solving capabilities.
- Exceptional communication, negotiation, and stakeholder management skills.
- Ability to lead complex projects and drive organization-wide improvements.
- High integrity, sound judgment, and resilience in fast-paced environments.
Who we are
As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.
Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation.
But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future.
We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.
What we offer
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Equal opportunity. Fair employment. Selection based on ability and fit with our culture and values. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.
What We Offer
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.
