AVP, Engagement Lead, Deposits & Transactional Payments, Consumer Banking Group

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

We are looking for a driven and detail-oriented individual to drive and be accountable for the CASA product. The role will focus on platform ownership, business transformation, customer and employee journey optimisation, operational excellence and technology enablement across the CASA franchise.

Job Overview

We are looking for a motivated and hands-on Engagement Lead to join the Deposits & Transactional Payments team within Consumer Banking who enjoys working with communities, improve customer experience and drive digital adoption.

This role will lead customer engagement initiatives for the Work Permit segment, working closely with internal teams, partners, and community stakeholders to support events, roadshows, help desks, workshops, and other outreach activities.
The successful candidate will play a key role in helping Work Permit customers onboard to digibanking, increase adoption of digital payments and DBS Remit, and improve awareness of scams, mule account risks, and safe banking practices.

Key Responsibilities

• Plan and execute customer engagement activities for the Work Permit segment, including partner events, roadshows, help desks, workshops, and community outreach sessions.
• Lead and guide a team of staff supporting engagement activities, ensuring they are properly briefed, deployed, and equipped for effective on-ground execution.
• Coordinate with external partners such as NGOs and MOM ACE, as well as internal stakeholders, to secure outreach opportunities and align engagement objectives.
• Deliver clear and practical customer education to help Work Permit customers understand and use digital banking services confidently.
• Work with Marketing and Communications teams to develop simple, segment-appropriate materials for events, frontline touchpoints, and customer education.
• Gather feedback from customers, contract staff, partners, and branch teams to identify pain points and recommend improvements to engagement approach, service delivery, and self-service adoption.
• Support the development and mobilisation of Work Permit ambassadors to extend outreach, strengthen peer-to-peer engagement, and reinforce key messages within the community.

Requirements

• Experience in customer engagement, product management, operations, community outreach, or frontline banking support.
  Strong stakeholder management skills, with the ability to work effectively with internal teams, external partners, and on-ground staff.
• Good communication skills, with the ability to explain banking services and safe banking practices in a simple and practical manner.
• Organised, proactive, and comfortable managing multiple engagement activities and stakeholders concurrently.
  Strong problem-solving mindset, with the ability to gather feedback, identify customer pain points, and recommend practical improvements.
• Familiarity with digital banking, payments, remittance services, or migrant worker banking needs would be an advantage.

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