AVP/Sr Associate, COO - Business Management & Customer Experience, IBG

Job Title: AVP/Sr Associate, COO - Business Management & Customer Experience, IBG (240000F1) Business Function Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans, and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region based on account relationship management, service differentiation, product development, and rigorous credit standards. Objectives Provide adequate business management support function in customer service, monitor/enhance the end-to-end processes of operation and service delivery perspectives in IBG to deliver a high standard of customer experience. Responsibilities

1. Ensure smooth and effective collaboration with working partners (e.g., relationship manager, operation units, GTS, T&M, RMG, CBG).
2. Responsible for the support of customer services in IBG.
3. Monitor and enhance the end-to-end processes of operation and service delivery.
4. Identify customer needs and formulate marketing/communication strategies.
5. Support the team on ad-hoc projects and initiatives.

1. Work closely with business partners to enhance the channel delivery platform to ensure quality customer journey and experience.
2. Lead and monitor service quality through business process re-engineering and system enhancement.
3. Maintain active and smooth communication with regional teams on areas such as annual customer survey, journeys, marketing events, etc.
4. Support complaint analysis and reporting and identify enhancement opportunities for service/product improvements.
5. Foster the change culture within the Institutional Banking Group.
6. Lead and take charge of ad-hoc projects for the Institutional Banking Group and COO Office.
7. Be sensitive to timelines and pay attention to details.

1. Degree holder in Business or related discipline.
2. Minimum 7 years of relevant experience.
3. Good grounding in general banking operations and services.
4. Customer-oriented with a passion to succeed.
5. Strong responsiveness and good problem-solving skills.
6. Strong inter-personal and communication skills to work with various service partners.
7. Good command of written and spoken English and Chinese.
8. Proficiency in MS Word, Excel, and PowerPoint.