Job Purpose
This role supports the Group Customer Service Hub (CSH) in driving
strategic, financial, transformation, AI governance, and operatingmodel leadership. The team partners with six markets and 1,800 employees to ensure disciplined execution, resilience, and alignment to Group CSH direction, standards, and scorecard outcomes.This role will be responsible for the end-to-end design, governance, and continuous improvement of critical operational processes across the region, aligning with the bank's strategic objectives and regulatory requirements. This role will ensure operational excellence, resilience, and a superior customer experience through robust process management, effective change implementation, and strong governance frameworks.
Key Accountabilities
- Drive call centre performance & customer service outcomes across Customer Centre & Bizcare across 6 markets
- Instrumental in defining & upholding Group's CSH operating standards, including operational risk, resilience & change management
- Lead customer experience strategy and digital transformation from run-the-bank perspective, support development of training contents through knowledge sharing, and foster a culture of service excellence
- Instrumental in regional incident management support, ensuring swift resolution of critical incidents, timely escalation and communication, aligned with business objectives and regulatory bodies
Job Responsibilities
Operating Standards and Governance
- Own and define regional process design, standards, and governance for each operational areas and metrics with our Operations Handbook Controls & Standards with continuous review and perform timely deviation management
- Develop, implement, and maintain effective operational standards and procedures, ensuring compliance with internal policies and external regulatory frameworks
Ops Resilience and Change Management
- Lead the run-the-bank functions to operate soundly and resiliently with each change & transformation
Regional Centre Performance, Excellence & Incident Management
- Driving service excellence in Regional CSH (CCTR and Bizcare) to ensure service levels and key performance metrics are met
- Monitor and analyse regional performance metrics, providing regular reports to senior management, including ops risk forum
- Identify opportunities for process optimization and efficiency improvements, leveraging landscape discovery and best practices to drive operational excellence
- Champion continuous improvement by identifying process optimization opportunities, incorporating best practices, embracing emerging technologies
- Escalation point for incident status, resolution, and impacts to internal and external stakeholders to ensure we maintain operational & risk resiliency in each CSH centre
CX & Training
- Lead efforts to uplift digital transformation and customer engagement, shaping the overall direction of the bank's customer experience strategy
- Build capabilities through best practice sharing on training, knowledge sharing, and process discipline
- Foster a culture of excellence in customer service and customer experience across all customer centres & Bizcare regionally
Requirements
- Min 8-10 years of relevant progressive experience in operations management, process ownership, or a similar role within the financial services industry, preferably in a regional capacity
- Proven experience in managing and improving complex operational processes in a banking environment
- Demonstrated experience in driving change management initiatives and fostering operational resilience
- Experience in incident management and crisis response
- Strong understanding of banking regulations and compliance requirements
- Exceptional leadership and communication skills, with ability to influence stakeholders at all levels
- Strong analytical, problem-solving, and decision-making capabilities, with a focus on data-driven insights
- Proficiency in process design, standardization, and continuous improvement methodologies
- Strong understanding of customer experience principles and applications in banking operations
- Ability to work effectively in a fast-paced, high-stakes environment
- Knowledge of relevant technologies and digital transformation trends in the banking sector
Primary Location
Singapore-DBS Asia Hub
Job
Customer Service
Schedule
Regular
Job Type
Full-time
Job Posting
Mar 17, 2026, 12:00:00 AM
