AVP, Digital Transformation Team Lead (Customer Servicing), Group Operations Capability Centre, Group COO (WD89491)

DBS BANK LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

DBS Bank Ltd. in Singapore seeks a capable Business Analyst Lead within Group Ops Capability Centre to drive contact centre system enhancements, test planning and release readiness.

You will mentor a team of BAs, collaborate with developers and stakeholders, and ensure solutions align with business objectives across CRM and telephony platforms. The role demands SDLC expertise, Agile PM experience and strong stakeholder engagement, with flexibility to support releases after-hours when needed.

Qualifications

• 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

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

Skills

SDLC knowledge

Agile project management

Team leadership

Stakeholder collaboration

Customer service

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related

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.

Group Ops Capability Centre (GOCC) was formed to accelerate innovation via development and deployment of AI capabilities and COE setups, and at the same time to ensure resiliency and standardization. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions.

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