First Vice President (FVP), Corporate eServices Cash Management Operations Centre (CMOC)

Function: Global Technology & Operations | Wholesale Banking

Reporting To: Department Head, CMOC

Work Arrangement: 5 days on-site (no flexibility due to system access requirements)

Role Overview

The First Vice President (FVP), Corporate eServices, leads the Corporate eServices function within the Cash Management Operations Centre (CMOC). This role is responsible for the end-to-end delivery, governance, and continuous improvement of digital banking services for Wholesale Banking clients, with a primary focus on the bank’s corporate internet banking platform (e.g. Infinity), as well as APIs, Host-to-Host solutions, PayNow, SGQR, Client eAlerts, and related eServices.

The role provides strategic leadership to ensure operational excellence, scalability, regulatory compliance, and superior client experience in response to growing business demand and increasing digital complexity.

Key Responsibilities

Leadership & Strategy

1. Set, plan, and execute the strategic direction, goals, and priorities of the Corporate eServices team.
2. Represent the function in senior management, business, technology, and stakeholder forums.
3. Lead and manage a team structure comprising two direct leaders (VP1 & AVP) and approximately 25 staff (permanent and temporary).
4. Build, develop, and sustain a high-performance, engaged, and service-oriented team culture.

Operations & Service Delivery

1. Oversee daily operations for Corporate Internet Banking and other eServices setup and maintenance, covering client onboarding, amendments, and access management.
2. Ensure service delivery meets agreed SLAs, KPIs, accuracy, timeliness, and approved Standard Operating Procedures (SOPs).
3. Maintain high standards of operational controls, service excellence, and client satisfaction, including effective handling of operational issues and client complaints.

Risk, Audit & Compliance

1. Ensure full compliance with applicable laws, regulations, monetary authority requirements, and internal bank policies.
2. Manage operational risks through strong controls, Key Risk Indicators (KRIs), escalation protocols, and investigation of exceptions or non-compliance.
3. Plan and manage internal and external audits; ensure timely remediation of audit findings and implementation of preventive measures.

Process Improvement & Digital Enablement

1. Drive continuous improvement initiatives focused on Quality, Efficiency, and Productivity (QEP) and Elimination, Simplification, and Automation (ESA).
2. Champion automation, Straight-Through Processing (STP), and digitalisation initiatives to enhance scalability and operational resilience.
3. Lead and participate in multiple concurrent projects, including digital banking platform enhancements, API expansions, and new eServices rollouts.

People & Resource Management

1. Ensure optimal manpower planning, deployment, and capability coverage across all eServices functions.
2. Identify skills gaps, provide coaching and training, conduct performance reviews, and support career development.
3. Promote a collaborative, professional, and inclusive working environment.

Key Requirements

1. Degree in a relevant discipline.
2. Minimum 10 years’ experience in Wholesale Banking Operations, specifically in Corporate Internet Banking and eServices setup and maintenance.
3. Strong domain knowledge in cash management, payments, digital banking platforms, and related operational risks and controls.
4. Proven leadership experience managing large operational teams with multiple layers.
5. Strong experience in risk management, audit, information security, and regulatory compliance.
6. Hands-on leadership style with strong analytical, problem-solving, communication, and stakeholder management skills.
7. High integrity, initiative, resilience, and strong commitment to operational and service excellence.