Senior Officer Branch Operations and Service Head Consumer Banking Group
DBS Bank Ltd is a Singapore-based bank providing personal, SME, corporate, institutional, wealth management, financial markets, and digital banking services. Its clients include consumers, small and medium-sized businesses, corporations, and institutional customers.
About DBS Bank Ltd
DBS Bank Ltd provides banking products and services including accounts, cards, insurance, loans, investments, digital banking, payments, trade finance, foreign exchange, commodities, investment solutions, and derivatives clearing. Through its SME business, it supports businesses with financing, cash-flow management, online banking through DBS IDEAL, sustainability programmes, and business-growth initiatives. The bank serves personal customers, SMEs, corporate and institutional clients, and wealth-management customers across its regional markets.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will oversee daily branch operations and deliver efficient, compliant customer service. You will manage operational risks, control self-assessments, and audit findings. You will lead and develop branch service staff, improve processes, promote digital banking adoption, and resolve complex customer escalations.
Requirements
- Experience in branch operations and customer service management within consumer banking
- Knowledge of retail banking products, operational risk, and regulatory compliance
- Leadership and people management capabilities
- Problem-solving, decision-making, and interpersonal communication skills
- Ability to drive digital transformation initiatives
- Bachelor's degree in Business, Finance, or a related discipline, or equivalent professional experience
Responsibilities
- Lead daily branch operations and ensure compliant service delivery
- Drive service excellence and customer satisfaction
- Ensure adherence to regulatory, audit, and risk management standards
- Manage operational risk, conduct control self-assessments, and resolve audit findings
- Lead, mentor, and develop the branch service team
- Optimize branch processes and promote digital banking adoption
- Resolve complex customer feedback and escalations