AVP, Employee Experience Manager, Customer Centre, CBGO, Group COO

AVP, Employee Experience Manager, Customer Centre, CBGO, Group COO
Role Overview
To plan, develop and execute strategies for managing and driving continuous improvement on People Operations, People Engagement, Talent Retention and Development within Customer Centre. To ensure seamless employee journey from onboarding to talent retention. To be responsible for the development and implementation of strategic framework and learning initiatives to improve organizational effectiveness and support business objectives in the areas of Awards & Publicity, external partnership eg tertiary institutions and culture.
Key Responsibilities
Work closely with HR business partners to lead the strategic hiring and retention for the Centre
Work closely with HR business partner to drive talent management and career progression for the Centre
Work closely with T&O Engagement Council to ensure alignment on the overall People Engagement agenda & initiatives
Lead the People Operations Team and drive all People Operations initiatives: To ensure hiring effectiveness and efficiency, and to create a seamless onboarding experience for new hires
Lead the Employee Engagement Team and drive all People Engagement initiatives: To drive employee satisfaction using a data driven approach to target key pillars of employee feedback and to align all activities/plans within the centre via a sound and robust Employee Engagement strategy. driving high levels of employee engagement through the My Voice program
Lead the Learning team and drive all Learning initiatives: To identify future/current training needs and drive effectiveness and improvements within the team. Ensure that a robust learning infrastructure is put in place to support the dynamic operational requirements of the centre and changing servicing model
Human Capital Development – facilitate initiatives to help develop employees’ skills and competencies based on the Triple E Framework (Education, Exposure & Experience)
Lead and drive a clear employee communications strategy to improve management of employees’ feedback, events, campaigns & initiatives
Sustainability – Building a framework and executing Corporate Social Responsibility programs
Spearhead and govern projects related to Employee Experience to ensure all initiatives are aligned
Promote digital initiatives and automate work processes within the team
Towards a strong Learning Organization focus and ensure culture of continuous learning is embedded across the centre
Develop/Run programs to achieve key strategic objectives in the culture, learning and human capital development in support of the vision, strategic plan and operating goals of the centre
Business Excellence - engagement and communication with both internal and external stakeholders to exemplify the centre’s achievements though relevant industry certifications, awards and accolades
Ensure governance for overall budget allocated to Employee Experience
Working Relationship
Direct reporting to Head of Customer Centre
Supervisory relationship to People Operations Manager, People Engagement Manager and Operations Admin Manager
Working relationship with Operations & Support Teams within CCTR
Working relationship with internal support staff from other Business Units
Working relationship with external training providers and/or consultants
Close working relationship with Group HR business partners
Educational institutions e.g. Polytechnics
Requirements
Minimum 5 years in a Contact Centre environment with Operations/ Support/ HR management experience, preferably in a banking industry or customer service environment
Project management experience related to People Development/ Training
Experience in leadership or people management role
Possesses strong passion for people development and engagement
Strong communicator and relationship building skills
Good presentation and influencing skills
Possesses business acumen and strong decision making & problem-solving skills
Strong leadership skills with ability to lead, develop and coach
Proficient in navigation/ utilization of Data Visualisation Tools (e.g. Qlikview/ Tableau)
Knowledge in COPC/ HPMT
Primary Location
Singapore-DBS Asia Hub
Job
Customer Service
Schedule
Regular
Job Type
Full-time
Job Posting
Sep 16, 2025, 2:51:11 AM
Seniority level
Not Applicable
Employment type
Full-time
Job function
Customer Service
Industries
Banking, Financial Services, and Investment Banking
Referrals increase your chances of interviewing at DBS