Business Function

Group Customer Service Hub aims to deliver exceptional service outcomes for DBS >18 million customers, fulfilling the servicing needs of our consumer, wealth, and corporate customer bases through a unified operating model across all 6 core markets. Our human workforce is augmented with cutting-edge GenAI and Agentic AI capabilities, which are

constantly evolving to improve both customer and employee journeys.

This role will help to drive the strategic planning and transformation agenda in the Regional COO Office of Group Customer Service Hub. It will lead demand tracking and management and adoption of digital and AI technologies across the region, to improve customer experience and employee productivity. It will also be responsible for supporting strategic initiatives and planning, as well as scorecard performance measurement across regional

markets.

Responsibilities

Strategic Planning

Drive the strategic planning and transformation agenda for the Regional COO Office of Group Customer Service Hub across the region, including the successful completion of Operating Model Transformation in all 6 markets.
Create and automate cross-functional reports, analyze performance data, identify insights and areas for improvement, and provide regular reports and insights to senior management to facilitate informed decision-making.
Prepare communications for and facilitate senior management meetings, including regular business updates, strategic reviews and leadership forums.
Conduct in-depth research on market trends, competitor activities, and technological advancements to identify new opportunities and inform strategic decisions.
Contribute to the development and execution of the regional COO office's strategic roadmap.

Demand Management & Digital Adoption

Lead demand tracking and management, and adoption of digital and AI technologies across the region to improve customer experience and employee productivity.
Help to provide oversight for and governance of key transformational initiatives across Customer Servicing and Conversational AI platforms. Monitor digital and AI CSH projects from conception to completion, ensuring timely delivery, adherence to budget, and achievement of desired demand management and/or employee productivity outcomes.
Work closely with Group Ops Capability Centre platform team and other operations / business units to ensure seamless execution of strategic initiatives and digital transformation efforts.
Collaborate with cross-functional teams to identify and implement process improvements and innovative solutions.
Coordinate to ensure that Group CSH change management is aligned with GenAI/Agentic AI developments.

Gen AI & RDU Governance

Support the day-to-day governance of GenAI use cases (JoyBot, DigiBot, VoiceBot, CSO Assistant) to ensure compliance with GenAI and RDU standards.
Maintain operational guardrails and continuity controls for all AI use cases.

Requirements

Diploma/Degree in Banking and Finance OR Relevant experience in financial services or a large consumer goods or services company for at least 4-5 years, in strategy, transformation, digital projects and/or business planning functions.
Experience in leading or supporting strategic initiatives, digital projects, change management processes.
Good to have: Multimarket experience and exposure to largescale transformation.
Proficient in creating and analysing detailed reports, drawing insights from data, and preparing management updates and reviews.
Able to manage multiple workstreams simultaneously across different tracks and in a systematic fashion to deliver timely and positive outcomes.
Strong problem-solving and conceptual abilities, and able to connect the dots to take a strategic view and uncover insights.
Excellent interpersonal and communication skills, comfortable with leading discussions and presentations in forums including senior stakeholders.
Keen learner, self-starter, independent and be able to thrive in a fast paced and changing environment.

Location:

DBS Asia Hub

Job:

Administration

Schedule:

Regular

Employee Status:

Full time

SA/AVP, Strategy & Transformation Specialist, Regional COO Office, Group CSH