AVP / Senior Associate, Service Delivery Manager (Chatbot), Institutional Banking Group Technology, Technology and Operations AVP / Senior Associate, Service Delivery Manager  …

DBS Bank Limited
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
AVP / Senior Associate, Service Delivery Manager (Chatbot), Institutional Banking Group Technology, Technology and Operations
Business Function

Group Technology and Operations (T&O) 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. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

  • Deliver changes (through enhancements, BAU, initiatives) on time, within budget and aligned with appropriate change framework while maintaining quality and stability.
  • Ensure all financial metrics for the platform are correct and maintain a transparent and correct financial position for the platform.
  • Drive the formation of asset roadmaps, with a process to update and maintain all relevant assets to enable investment and project spend decisions.
  • Work with Subject Matter Experts to provide solutions, efforts sizing and functional as well as design specifications for business initiatives
  • Work with relevant units for project reporting and governance.
  • Ensure platform documentations and artefacts are current, relevant and correct.
  • Ensure technical solutions align with the overall platform roadmaps
  • Drive industrialization of the platform through appropriate tools and frameworks
  • Enable delivery by introducing suitable delivery frameworks that offer quality and timely solutions
  • Build and manage a strong 3rd level support team so as to ensure production stability of assets under management
  • Work closely with business stakeholders across all levels to deliver the long-term strategies and align technology to business goals
  • Lead, motivate and coach team and update of team performance metrics

Requirements

  • Minimum 8 years' experience in banking or financial services or relevant consulting organizations supporting financial service industry
  • Ability to define and translate business requirements into technical requirements and specifications across all digital platforms
  • Must have relevant technical working knowledge of Chatbot, AI or Machine Learning
  • Experience managing customer servicing or contact centre, automatic Call Distributor (ACD), Interactive voice response (IVR) system, Computer Telephony Integration (CTI) will be an added advantage.
  • Proven project management experience.
  • Ability to work in an AGILE environment is a MUST.
  • Proven capability of leading teams across sites and geographies
  • Solid stakeholder management skill
  • Good influencing and negotiation skill to manage with multiple stakeholders/users on multiple initiatives simultaneously

Apply Now

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