Vice President, Digital Incident & Service Request Management, Consumer Banking Group

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Job Description - Vice President, Digital Incident & Service Request Management, Consumer Banking Group (WD73160)

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:

The Digital Incident & SR (Service Request) Management team plays an integral role in managing significant / major digital bank incidents, as well as ensuring potential trending digital incidents are escalated and prioritised for investigation and fix, as needed.

Selected individual would lead 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.

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.
• Robust 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.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.