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

1 month ago

Singapore DBS Bank Limited Full time
Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business - they were made just right for you.

Job Purpose:

Support the Consumer Bank Head and COO on key business reviews, CBG strategy planning and initiatives. Manage the CBG Singapore 'Managing through Journeys' (MtJ) Programme Office, provide leadership and guidance in elevating MtJ maturity across Performance Cells and lead the Customer Experience Chapter in driving customer obsession culture across functional teams.

Key Accountabilities:
  • Develop the storyboarding for business reviews and key strategic meetings or events.
  • Responsible for the management of MtJ Programme Office in line with scorecard deliverables and drive conversations with Transformation Group and Regional MtJ Programme Office.
  • Manage Customer Satisfaction measurements across CBG Singapore
  • Dial up customer obsession and empathy through curated customer experience programmes.
Responsibilities
  • Collaborate with Transformation Group and Regional MtJ Programme Office
  • Partner Transformation Group in planning and rolling out series of workshops to equip Performance Cells and increase their maturity levels across elements.
  • Elevate senior oversight within CBG SG through regular MtJ progress updates, plan and facilitate MtJ year-end Performance reviews.
  • Automate Performance Management Architecture for use in reporting and stakeholders' sprint reviews.
  • Drive customer experience improvements with Performance Cells and Chapters through insights from customer satisfaction surveys, verbatims and complaints.
  • Develop business review storyboards, co-ordinate content across businesses and manage timelines with key stakeholders. Support CBG strategic planning.
  • Dial up RED and empathy across CBG SG through curated programmes and content.
  • Collaborate with various stakeholder to ensure completeness of CBG SG Scorecard and progress updates. Manage the Scorecard reporting process for CBG SG.
Requirements
  • Broad Knowledge of banking businesses, operations, technology and risks.
  • Ability to grasp concepts and translate into actions.
  • Excellent powerpoint skills and ability in connecting the dots. Highly numerate and able to understand financial concepts
  • Strong Program management skills.
  • Excellent interpersonal skills to interact with stakeholders at all levels, able to manage competing priorities.
  • Strategic thinking with a strong ability to engage in broad, complex and analytical and thinking.
  • Think innovatively and able to collaborate on problem-solving and change management
  • A tested leader with experience in People Management to manage diverse teams consisting of multiple disciplines and backgrounds.
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.

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