SA/AVP, Strategy & Transformation Specialist, Regional COO Office, Group CS at DBS Bank

Singapore, Singapore, Singapore -

Full Time

Start Date

Immediate

Expiry Date

30 Sep, 26

Salary

0.0

Posted On

03 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Planning, Transformation Management, Demand Management, Digital Adoption, AI Governance, Data Analysis, Change Management, Stakeholder Management, Market Research, Performance Measurement, Process Improvement, Project Management, Communication Skills, Problem Solving, Conceptual Thinking, Reporting

Industry

Banking

Description

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 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: Multi‑market experience and exposure to large‑scale 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. Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements. Location: DBS Asia Hub Job: Administration 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 the strategic planning and transformation agenda for the Regional COO Office, focusing on operating model transformation and digital adoption. Lead the governance of GenAI use cases and manage demand tracking to improve customer experience and employee productivity.