Team Head, Consumer Banking Transformation Team, CBG COO (SVP)

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.

Role scopes:

• Project Management
• Process Transformation and Reimagination
• Operating Model Development
• Policy and Procedure Development
• People Management of the Consumer Banking Transformation team

Key responsibilities:

• Lead the Consumer Banking Transformation Team and act as the project lead for CBG COO on strategic initiatives assigned to the team in support of CBG businesses
• Manage the design and development of the end-to-end operating model under the phygital model by partnering with CBG business units
• Lead the deep-dive analysis and workshop on the “As-is” operating processes related to consumer banking products and services from an end-to-end perspective to identify pain points and process gaps
• Drive and facilitate respective stakeholders to develop resolutions to address pain points and process gaps
• Lead the design and development of end-to-end digital / branch (phygital) operating processes to enhance customer/ employee experience, improving operation efficiency and effectiveness while ensuring full compliance with regulatory requirements & corporate guidelines and adequate control to mitigate potential risks
• Enhance employee & customer satisfaction by verifying process improvement solutions and deliverables are in alignment with the business directions
• Perform people manager role for the team to manage the staff matters and developments of the team members includes training, coaching and internal mobility, etc.
• Provide advice to ensure respective operation procedures and manuals being formulated according to the following:-

1. Post implementation incidents
2. Regulatory change gap analysis
3. Internal audit or regulatory onsite examination
4. Regional Operating Handbook
5. Country Addendum update
6. Lead process reimagination initiatives for business units to improve the employee experience and work efficiency

Requirements

• University degree in relevant disciplines with a minimum of 12 years working experience in banking & finance industry
• Experience with process & workflow re-engineering, wealth sales process, consumer banking product management is preferred

• Ability to think strategically, analytically and across many dimensions
• Able to anticipate potential business / technical problems, strong stakeholder management skills including conflict resolution and negotiation
• Strong understanding of project management and model development skills

• Excellent interpersonal & communication skills

• Strong leadership and management capabilities

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