AVP, Regional Customer Service Experience & Platform Governance Office Specialist, Corporate Banking

Business Function
DBS Group Operations enables the Bank to function through an efficient, nimble, and resilient operating infrastructure, with a strategic focus on productivity, quality & control, technology enablement, people capability, and innovation. The function oversees the Bank’s core operational processes and delivers value to business partners through multiple banking delivery channels.

About the Role
We are seeking a motivated professional to join our Corporate Banking Operation’s Regional Customer Service Experience (RCSE) & Platform Governance Office. This role supports customer service transformation and disciplined delivery across the region, partnering closely with Business, Operations, and Technology teams.

You will contribute to improving customer service journeys anchored on four Service Excellence pillars — Service Performance, Enterprise Standards, Regional Servicing Model, and Driving Transformation — while also providing governance and oversight on Generative & Agentic AI and Testing Automation programs.

This is a high visibility regional role with exposure to enterprise-wide transformation initiatives.

Key Responsibilities

A) Regional Customer Service Experience (RCSE) – Drive End‑to‑End Regional Customer Service & Journey Improvements

• Provide governance oversight for Operations-owned servicing channels, covering end to end customer journeys, processes, and complaints management.
• Partner stakeholders on service performance governance, including service targets and monitoring of key metrics.
• Participate in end-to-end service model design and delivery for new business demands and service excellence initiatives.
• Facilitate structured discussions to translate business needs into clear requirements, outcomes, and actions.
• Track delivery milestones, risks, and dependencies to ensure adherence to governance and regulatory standards.

B) Generative & Agentic AI Program & Centre of Excellence for Testing Automation - Support Governance and Delivery Discipline

• Enable day‑to‑day governance of Generative & Agentic AI initiatives, including milestone tracking, delivery discipline, and management of interdependencies through structured cadence forums.
• Contribute to AI value realisation tracking, including governance of transitions from pilot to full-scale adoption.
• Partner with the Bank’s central capabilities team on adoption of enterprise AI frameworks and tools.
• Provide governance oversight for Testing Automation and other strategic initiatives.

Who Should Apply

This role is ideal for a candidate who:

• Thrives in complex, cross‑functional environments with a hands‑on execution mindset.
• Driven and resilient, with a strong interest in platform leadership, operations transformation, and customer service journeys deliveries.
• Passionate about customer experience, Generative & Agentic AI, and high‑visibility roles with senior stakeholder exposure.

Requirements & Experience

• Bachelor’s degree from an accredited institution (Business, Project Management, or related fields preferred).
• 5–7 years of relevant experience, preferably in banking, operations, customer service, business/data analytics, or project/change delivery.
• Exposure to customer servicing or customer journey improvement initiatives.
• Working knowledge of project or change delivery (requirements gathering, action tracking, dependency management).
• Strong stakeholder communication and collaboration skills.
• Proficient in Microsoft Office suite of applications.
• Ability to manage multiple priorities and collaborate across functions and locations.

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