AVP, Regional Customer Service Experience & Platform Governance Office Spec at DBS Bank

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

02 Aug, 26

Salary

0.0

Posted On

05 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Experience, Platform Governance, Generative AI, Agentic AI, Testing Automation, Project Management, Stakeholder Management, Change Delivery, Business Analytics, Data Analytics, Requirements Gathering, Dependency Management, Microsoft Office, Service Model Design, Complaints Management, Governance Oversight

Industry

Banking

Description

Business Function DBS Group Operations enables the Bank to function through an efficient, nimble, and resilient operating infrastructure, with a strategic focus on productivity, quality & control, technology enablement, people capability, and innovation. The function oversees the Bank’s core operational processes and delivers value to business partners through multiple banking delivery channels. About the Role We are seeking a motivated professional to join our Corporate Banking Operation’s Regional Customer Service Experience (RCSE) & Platform Governance Office. This role supports customer service transformation and disciplined delivery across the region, partnering closely with Business, Operations, and Technology teams. You will contribute to improving customer service journeys anchored on four Service Excellence pillars — Service Performance, Enterprise Standards, Regional Servicing Model, and Driving Transformation — while also providing governance and oversight on Generative & Agentic AI and Testing Automation programs. This is a high visibility regional role with exposure to enterprise-wide transformation initiatives. Key Responsibilities A) Regional Customer Service Experience (RCSE) – Drive End‑to‑End Regional Customer Service & Journey Improvements Provide governance oversight for Operations-owned servicing channels, covering end to end customer journeys, processes, and complaints management. Partner stakeholders on service performance governance, including service targets and monitoring of key metrics. Participate in end-to-end service model design and delivery for new business demands and service excellence initiatives. Facilitate structured discussions to translate business needs into clear requirements, outcomes, and actions. Track delivery milestones, risks, and dependencies to ensure adherence to governance and regulatory standards. B) Generative & Agentic AI Program & Centre of Excellence for Testing Automation - Support Governance and Delivery Discipline Enable day‑to‑day governance of Generative & Agentic AI initiatives, including milestone tracking, delivery discipline, and management of interdependencies through structured cadence forums. Contribute to AI value realisation tracking, including governance of transitions from pilot to full-scale adoption. Partner with the Bank’s central capabilities team on adoption of enterprise AI frameworks and tools. Provide governance oversight for Testing Automation and other strategic initiatives. Who Should Apply This role is ideal for a candidate who: Thrives in complex, cross‑functional environments with a hands‑on execution mindset. Driven and resilient, with a strong interest in platform leadership, operations transformation, and customer service journeys deliveries. Passionate about customer experience, Generative & Agentic AI, and high‑visibility roles with senior stakeholder exposure. Requirements & Experience Bachelor’s degree from an accredited institution (Business, Project Management, or related fields preferred). 5–7 years of relevant experience, preferably in banking, operations, customer service, business/data analytics, or project/change delivery. Exposure to customer servicing or customer journey improvement initiatives. Working knowledge of project or change delivery (requirements gathering, action tracking, dependency management). Strong stakeholder communication and collaboration skills. Proficient in Microsoft Office suite of applications. Ability to manage multiple priorities and collaborate across functions and locations. Location: DBS Asia Central Job: Operations Schedule: Regular Employee Status: Full time DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.

Responsibilities

Drive regional customer service improvements and governance for servicing channels and customer journeys. Provide oversight for Generative and Agentic AI initiatives and testing automation programs to ensure delivery discipline.