ED, Head of Customer Experience, Innovation and MtJ program Office, Consumer Banking Group

2 weeks ago

Singapore DBS Bank Limited Full time

Business Function



As the prominent bank in Asia, DBS Consumer Banking Group has a special position to help customers achieve their dreams and goals. Being a top player in the consumer banking industry, DBS provides a wide range of products and services such as deposits, investments, insurance, mortgages, credit cards, and personal loans, tailored to assist customers in fulfilling their aspirations at every stage of life. Our financial solutions are not just good - they are perfectly crafted for you.



Job Purpose:



Support the Consumer Bank Head and COO in important business assessments, CBG strategy development, and projects. Oversee the CBG Singapore 'Managing through Journeys' (MtJ) Programme Office, offering leadership and direction to enhance MtJ maturity across Performance Cells and manage the Customer Experience Chapter to promote a culture of customer obsession among functional teams.



Key Accountabilities:

  • Develop storyboards for business reviews and strategic meetings.
  • Manage the MtJ Programme Office in alignment with scorecard objectives and engage with the Transformation Group and Regional MtJ Programme Office.
  • Supervise Customer Satisfaction metrics across CBG Singapore.
  • Enhance customer obsession and empathy through tailored customer experience initiatives.


Responsibilities:

  • Collaborate with the Transformation Group and Regional MtJ Programme Office.
  • Work with the Transformation Group to plan workshops for Performance Cells development.
  • Strengthen senior oversight within CBG SG by providing regular MtJ progress updates and facilitating year-end Performance reviews.
  • Implement Performance Management Architecture for reporting and stakeholders' reviews.
  • Drive customer experience enhancements with Performance Cells and Chapters using insights from surveys and complaints.
  • Develop business review storyboards, coordinate content, and manage timelines with key stakeholders. Support CBG strategic planning.
  • Promote empathy across CBG SG through specific programs and content.
  • Ensure completeness of CBG SG Scorecard and progress updates by collaborating with stakeholders. Manage the Scorecard reporting process for CBG SG.


Requirements:

  • Extensive knowledge of banking operations, technology, and risks.
  • Ability to understand and execute concepts effectively.
  • Proficient in PowerPoint, capable of connecting ideas effectively and financially literate.
  • Strong abilities in program management.
  • Excellent interpersonal skills to engage with stakeholders at all levels and manage multiple priorities.
  • Strategic thinking and analytical skills with innovative problem-solving abilities.
  • Proven leadership experience in People Management to lead diverse teams with various backgrounds.


Contact us for more details.



We provide competitive compensation and benefits, along with the professional growth opportunities in a stimulating environment that supports your progress and acknowledges your accomplishments.

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