AVP, Generalist, Deposits & Unsecured Lending Operations, CBWMO, Group COO

Business Function
Consumer Banking & Wealth Management Operations (CBWMO) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. Candidate will be responsible for overseeing and managing all aspects of Deposits & Unsecured Lending operations, including merchant onboarding, maintenance, and support, with a focus on ensuring efficient processing, adherence to service standards, and continuous process improvement. This role also encompasses critical functions related to Production Orders and project management.

Roles & Responsibilities

• Manage the end-to-end Merchant setup processing, including new account creation, terminal installations, terminal upgrading & programming, and maintenance, in collaboration with various internal and external stakeholders such as Merchants, Merchant Sales, Amex/Diners, Payment Gateway providers, and Vendors.
• Handle temporary terminal requests for events and merchant account closures with terminal retrievals.
• Handle requests related to Credit Card Refunds, Remittance settlement to Visa & Mastercard, settlement reconciliation issues, card rejects from scheme and internal systems & manual posting and adjustments related to DBS Merchants.
• Manage as Authoriser role to verify and approve critical financial transaction posting with card scheme and merchants with strong understanding on General Ledger (GL) posting and business events.
• Address merchant queries regarding card settlements, reconciliation and terminal issues, ensuring all requests are processed accurately and timely.
• Support and manage operational matters related to Production Orders, including fulfilling requests from Law Enforcement Agencies
• Establish and maintain effective relationships & partnerships with key internal & external stakeholders.
• Ensure all requests are processed within specified Service standard, timely and accurately.
• Propose process improvements to enhance operational efficiency.
• Ensure timely and accurate fulfillment of requests and updates within the bank's operating systems, identify operational risks, and implement mitigation strategies.
• Ensure timely updates of Standard Operating Procedures (SOP) and prompt sharing with the team.
• Ensure timely updates & escalation on operational issues.
• Lead and drive process improvement initiatives, providing ideas and initiatives in digitization & automation.
• Support Team Manager on projects/initiatives, and engage & coach the team on process improvements to drive team performance.
• Provide User Requirements & perform User Acceptance Test/Live Verification and ensure all initiatives/production fixes are addressed with smooth operations.
• Collaborate widely to establish & maintain effective relationship and work closely with various stakeholders to understand the Business/Operations problem statement, propose analytic requirements and solution.
• Leverage on internal and external data and use analytics techniques to provide data[1]driven insights, re-engineer and eliminate existing process frictions in realizing Design-For-No-Ops strategy.
• Provide insights through data visualization and presentations to deliver productivity, identify the root cause of a situation, and provide actionable insights.

Requirement

• Minimum 5 years of experience in financial institutions, with proficiency in merchant services knowledge. Has knowledge on Visa & Mastercard scheme rules and regulations is an added advantage.
• Proficiency in banking services knowledge, rules, and regulations is an added advantage.
• Good communication, negotiation, and problem-solving skills, with the ability to build rapport with external customers and internal staff.
• Proficient in Microsoft Office O365, especially Microsoft PowerPoint and Excel.
• Good team player.
• Positive thinking and able to work independently.

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