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

DBS Bank; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

DBS Bank is seeking a senior Assistant Vice President, Business Analyst to join the GOCC Customer Servicing team in Singapore. The role focuses on business transformation, platform enhancements, and system integrations across customer servicing functions, partnering with Technology, Product Owners and regional stakeholders.

The ideal candidate will have 8+ years of BA experience in banking, strong analytical capabilities, and hands‑on Jira/Confluence experience.

Qualifications

• Bachelor's degree in Business, Banking, Information Systems, CS or related discipline.
• Business Analysis, Project Management or Scrum Master certification preferred.
• 8+ years of Business Analysis experience in banking or financial services.

Responsibilities

• Lead end‑to‑end business analysis for strategic initiatives and regulatory changes.
• Facilitate workshops, translate requirements into functional specs and acceptance criteria.
• Manage backlog and prioritization in Jira; document in Confluence.
• Support SDLC, UAT planning, production deployment and issue resolution.
• Engage with senior stakeholders and regional teams to deliver value.

Skills

Jira

Confluence

Microsoft Office

Microsoft 365 Copilot

Process mapping

Education

Bachelor's Degree

Tools

Jira

Confluence

Microsoft Office Suite

Copilot

Process‑mapping tools

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 aspire 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, while ensuring resiliency and standardisation. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions.

About the role

We are seeking an experienced and highly motivated Assistant Vice President (AVP) Business Analyst to join the GOCC Customer Servicing team supporting the IBG I.Serve platform. The successful candidate will play a key role in driving business transformation, platform enhancements, operational efficiency initiatives, and system integrations across customer servicing functions. The individual will partner closely with Customer Service Hub teams, Technology, Product Owners, and regional stakeholders to deliver business value while maintaining strong governance, control, and customer experience standards. This role is suitable for a senior BA who possesses strong analytical capabilities, leadership presence, stakeholder management skills, and hands‑on experience in corporate banking operations or contact centre servicing environments.

Responsibilities

Business Analysis & Requirements Management

• Lead end-to-end business analysis activities across strategic initiatives, regulatory changes, production fixes, and enhancement deliveries.
• Facilitate requirement gathering workshops with business users, operations teams, and technology stakeholders.
• Translate business requirements into detailed functional specifications, user stories, process flows, and acceptance criteria.
• Perform impact assessments across upstream and downstream systems.
• Drive requirement prioritization and backlog management in Jira.
• Maintain comprehensive project documentation in Confluence.

Solution Delivery & Change Management

• Work closely with development and QA teams throughout the SDLC lifecycle.
• Support solution design discussions and challenge designs to ensure alignment with business objectives.
• Coordinate UAT planning, execution, defect triage, and business sign‑off.
• Drive implementation readiness, release management activities, and production deployment support.
• Manage multiple concurrent workstreams and enhancement initiatives.

Stakeholder Engagement

• Build strong relationships with senior business stakeholders, operations teams, contact centre management, and technology partners.
• Present recommendations, risks, dependencies, and project status updates to leadership teams.
• Act as the bridge between business and technology teams to ensure successful solution delivery.

Operational & Production Support

• Support parameter administration and configuration activities within the I.Serve platform, including maintenance of business rules, workflow configurations, user roles & access matrices.
• Analyze production issues and identify root causes.
• Work with support and development teams to drive timely issue resolution.
• Recommend process and system improvements to reduce operational risks and improve customer experience.
• Support service review sessions and continuous improvement initiatives.

Platform Transformation & Innovation

• Identify automation opportunities to improve servicing efficiency and reduce manual effort.
• Participate in digital transformation and customer experience enhancement initiatives.
• Drive adoption of best practices in business analysis, documentation, and operational governance.
• Support AI, workflow, customer servicing, and operational excellence initiatives where applicable.

Leadership Responsibilities

• Provide guidance and mentorship to junior Business Analysts.
• Drive BA standards, artefacts, and governance within the team.
• Influence stakeholders and facilitate decision‑making across competing priorities.
• Demonstrate ownership and accountability for project outcomes.

Requirements

Education/ Certification

• Bachelor's Degree in Business, Banking, Information Systems, Computer Science, or related discipline.
• Any Business Analyst, Project Management or Scrum Master certification.

Experience

• 8+ years of Business Analysis experience, preferably within banking or financial services.
• Proven experience leading medium to large transformation and enhancement initiatives.
• Experience supporting customer servicing, contact centre, or banking operations platforms.
• Experience working with regional stakeholders across multiple markets is advantageous.

Mandatory Technical & Domain Skills

• Functional Tools Strong hands‑on experience with: Jira Confluence Microsoft Office Suite Microsoft 365 Copilot Process‑mapping tools
• Banking Domain Knowledge Candidates should possess experience in one or more of the following: Contact Centre Operations Customer Servicing Platforms Institutional Banking Operations (IBG) Service Request Management Digital Servicing Channels Operational Risk & Controls Customer Journey Management Workflow and Process Automation

Soft Skills & Leadership Competencies

Leadership

• Demonstrates ownership and accountability.
• Influences stakeholders without direct authority.
• Leads discussions confidently with senior management.
• Coaches and develops junior team members.

Communication

• Excellent verbal and written communication skills.
• Ability to simplify complex concepts for both business and technical audiences.
• Strong presentation and facilitation skills.

Stakeholder Management

• Strong relationship‑building capability.
• Ability to manage challenging stakeholders and conflicting priorities.
• Effective negotiation and conflict resolution skills.

Problem Solving

• Strong analytical and critical‑thinking ability.
• Able to identify root causes and recommend practical solutions.
• Data‑driven approach to decision‑making.

Personal Attributes

• Highly organized and detail‑oriented.
• Self‑driven and proactive.
• Comfortable working in a fast‑paced environment.
• Resilient and adaptable to change.

Success Profile

An ideal candidate is a senior Business Analyst who combines strong banking operations knowledge with excellent stakeholder management and leadership capability, possesses hands‑on Jira and Confluence experience, understands customer servicing and contact centre operations, and can independently drive complex initiatives from requirement inception through implementation while mentoring junior team members and influencing senior stakeholders.

Location: DBS Asia Hub Job: Operations Schedule: Regular Employee Status: Full time

DBS is more than a bank - we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named "World's Best Bank" by Global Finance, "World's Best Bank" by Euromoney and "Global Bank of the Year" by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named "World's Best Digital Bank" by Euromoney and the world's "Most Innovative in Digital Banking" by The Banker. In addition, DBS has been accorded the "Safest Bank in Asia" award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.