Digital Management Leader
4 days ago
At DBS Bank Limited, we strive to provide exceptional digital banking experiences for our customers. As the leading bank in Asia, we have a unique position to help our customers realise their dreams and ambitions.
We are seeking an experienced Digital Management Leader to join our team. The ideal candidate will be responsible for managing significant / major digital bank incidents, ensuring potential trending digital incidents are escalated and prioritised for investigation and fix as needed.
The selected individual will lead a team that monitors, manages and escalates on potential significant / major incidents impacting Digibank MB / IB, through coordination with key partners; Technology, Front Liners, GSMC on customer communications & recovery, if applicable.
Main Responsibilities:
- Work with respective stakeholders to continuously drive down no. of digital bank incidents occurring, through understanding of incident root causes, and developing a holistic view of any persistent incident trends.
- Monitoring & tracking on potential developing significant / major Digibank incidents for escalations
- Drive DBSGPT / EKB initiative to develop Frontline service recovery module to improve 1st call resolution on existing Digibank incidents / enhancement gaps with effective workarounds
- Work with key partners; e.g. Technology, Regional Delivery, to provide regular updates on high level Digital incidents landscape and improvement plans to senior management
- Assess the potential severity of the reported incidents, based on information provided by key stakeholders; Customer Centre & Technology for relevant level of escalation & coordination.
Requirements:
- Bachelor's Degree with a minimum of 10 years' experience with exposure to production support or incident management
- Rigorous understanding of digital banking journeys & processes
- Highly analytical with strong control and process management mindset
- Excellent communication skills with the ability to connect with people and manage ongoing relationships for positive outcomes, and communicate complex issues concisely to senior management
- Customer-centric, with strong collaborative mindset
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