AVP/VP, Digital Channel Manager, Digital Onboarding, Global Transaction Services

DBS; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading bank in Singapore is looking for an AVP/VP, Digital Channel Manager to improve the Digital Onboarding journey for SMEs. The role includes managing the digital onboarding funnel, collaborating with various teams, and ensuring compliance with local regulations. Candidates should have a degree in business, experience in digital banking, and strong analytical skills. This position offers a dynamic environment to drive digital transformation and enhance customer experience.

Qualifications

• Experience in digital banking, product management, or business analysis with focus on customer journeys.
• Good understanding of digital banking platforms and technologies.
• Ability to balance business needs with risk assessment.

Responsibilities

• Lead and enhance the Digital Onboarding journey for SME digital acquisition.
• Manage the end-to-end digital onboarding funnel with accountability for conversion and performance.
• Ensure compliance with local regulatory and KYC requirements.

Skills

Digital banking experience

Analytical skills

Excellent communication

Project management

Problem-solving

Education

Bachelor's degree in business administration, marketing, or related field

Tools

JIRA

Confluence

Job description

Job Description - AVP/VP, Digital Channel Manager, Digital Onboarding, Global Transaction Services (WD80356)

Job Description

AVP/VP, Digital Channel Manager, Digital Onboarding, Global Transaction Services - ( WD80356 )

As the Country Digital Channel Manager, you are accountable for running and enhancing the Digital Onboarding journey in-country to support SME digital acquisition, straight-trough process uplift, and cost-to-acquire reduction, while ensuring compliance with local regulatory and risk requirements. You will own country delivery and performance, partnering Regional Product Managers on core platform builds, and working closely with BU, KYC, Technology, Operations, Risk, and Compliance teams to implement, localise, and scale enhancements effectively.

Product Ownership & Country Delivery

• Be part of a team in in building a world-class onboarding journey for corporate and SME customers, supporting both app and web-based onboarding journeys
• Own the country digital onboarding roadmap, backlog, and release delivery, aligned to SME acquisition and servicing priorities
• Lead country build and configuration, working with Regional Product on core platform enhancements and dependency management
• Translate regional capabilities into country-ready implementations, accounting for local policies, processes, and customer needs
• Collaborate with business, compliance, legal, fraud, and risk teams to gather and sharpen user requirements, translating them into clear product specifications
• Track post-release performance tracking and updates to senior management and stakeholders
• Stay abreast of industry best practices and emerging trends in digital onboarding and product management, recommending relevant innovations (e.g. automation, GenAI)
• Manage relationships with external vendors providing connectivity or onboarding-related services, ensuring service reliability and alignment with business needs

Digital Funnel Performance & Operational Efficiency

• Own the end-to-end digital onboarding funnel, from application initiation to account activation, with accountability for conversion, drop-offs, STP vs non-STP outcomes, and turnaround time
• Drive continuous improvements to uplift conversion rates, minimise manual handling, rework, and service requests, and support SME acquisition at scale
• Ensure front-office and operations readiness for OAOS enhancements by partnering with relevant teams to align workflows, update SOPs, and embed new processes into BAU operations
• Analyse Voice of Customer insights and frontline feedback to identify friction points and continuously refine journeys to reduce application drop-offs
• Design and manage exception and fallback journeys for non-straight through cases, ensuring clear hand-offs, escalation paths, and operational accountability
• Maintain and continuously improve the incident and issue management framework, enabling timely customer management, faster response to issues, and effective resolution with Technology teams and interim workarounds where required

Risk, KYC & Regulatory Governance

• Ensure digital onboarding complies with local regulatory, KYC, AML, and internal risk policies
• Embed and maintain controls for customer due diligence, related-party verification, and risk assessment within the digital journey
• Design and manage exception and fallback journeys for non-straight through cases, ensuring appropriate escalation and operational handling
• Support audits, reviews, and regulatory changes through timely system and process updates

Requirements:

• Bachelor's degree in business administration, marketing, finance, computer science, or a related field.
• Experience in digital banking, product management, business analysis or a related role, with a focus on designing customer journeys and propositions, preferably for SMEs, is a plus
• Good understanding of digital banking platforms, technologies, and/or customer experience best practices
• Fair understanding of bank KYC/AML requirements for corporates, is a plus
• Ability to balance business needs with risk assessment
• Excellent analytical and problem-solving skills, with the ability to leverage data and customer insights to drive informed decision making
• Ability to assist in project management, manage multiple initiatives simultaneously and deliver results in a fast-paced environment
• Proficiency in business analysis tools such as JIRA, Confluence, or equivalent
• Good communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels
• Self-motivated, proactive, and adaptable to a fast-paced and dynamic environment