AVP, Digital Transformation Team Lead (Customer Servicing), Group Operations Capability Centre, Group COO

DBS Bank (Indonesia); Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

DBS Asia Hub in Singapore is seeking an Operations professional to drive Contact Centre projects and system enhancements. You will oversee QA/test execution, work with developers and stakeholders, and ensure timely releases that improve employee and customer experience.

The role requires a Bachelor's degree and strong SDLC/Agile expertise, plus experience mentoring Business Analysts and using Jira/Confluence/M365.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, Business, or related field.
• Understanding of SDLC, requirements analysis, design, testing and deployment.
• Experience with collaboration tools like Jira, Confluence, Microsoft 365.
• Experience in Agile Project Management and customer service is preferred.
• Experience leading or mentoring Business Analysts is a plus.

Responsibilities

• Drive software development projects and strategic initiatives for Contact Centre ops.
• Ensure delivery of system enhancements and production fixes across banking platforms.
• Prepare and execute test cases with stakeholders to resolve issues before release.
• Support system releases, including after-hours when required.
• Provide ownership and accountability, ensuring on-time delivery and alignment with business goals.
• Lead and mentor a team of Business Analysts on requirements, design, testing and delivery.

Skills

SDLC knowledge

Agile project mgmt

Customer service

Team leadership

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Microsoft 365

Jira

Confluence

Figma

Job description

Business Function

Group Operations enables and empowers the bank with efficient, nimble and resilient processes through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Bank’s operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

• Drive software development projects and strategic initiatives that enhance Contact Centre operations, improve employee experience, and elevate overall customer experience.
• Ensure the successful delivery of Contact Centre system enhancements and production fixes across Banking platforms, including CRM and telephony solutions, through comprehensive testing and quality assurance.
• Oversee the preparation and execution of test cases based on business requirements, and collaborate closely with developers and stakeholders to ensure timely resolution of issues prior to release.
• Provide support during system releases, including after-office hours, weekends, and public holidays when required, to ensure smooth deployment during off-peak periods.
• Demonstrate strong ownership and accountability for assigned projects, ensuring deliverables are completed on schedule and aligned with business objectives.
• Lead and mentor a team of Business Analysts, providing guidance on requirements analysis, solution design, testing, and project delivery to ensure high-quality outcomes.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, Business, or a related discipline.
• Strong understanding of the Software Development Lifecycle (SDLC), including requirements analysis, solution design, testing, and deployment.
• Proficient in collaboration and productivity tools such as Microsoft 365, Jira, Confluence, Figma, and other relevant project delivery platforms.
• Experience in Agile Project Management and Customer Service is preferred. Prior experience leading or mentoring a team of Business Analysts is an added advantage

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

Location:

DBS Asia Hub

Job:

Operations

Schedule:

Regular

Employee Status:

Full time