Senior Officer, Branch Operations and Service Head

About DBS Bank

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

Role Overview

This position exists to manage and control branch operations, ensuring the smooth functioning of the branch setup and contributing to achieving the P&L objective. This role would serve as the second in command for the Branch Manager.

Key Responsibilities

• Manage and supervise various functions of branch operations according to defined process notes and in line with regulatory and compliance guidelines.
• Adhere to agreed Turnaround Times (TATs) with business, ensuring customer satisfaction.
• Manage branch audits and ensure a minimum satisfactory rating at all times.
• Ensure workload distribution based on volumes and timely authorization of transactions with zero errors.
• Handle exceptions and deferrals, ensuring closure within timelines.
• Ensure timely submission of MIS and reports.
• Maintain filing and documents as per filing process and quality initiatives.
• Drive process and product improvement through ideation, ensuring zero errors.
• Support branch target achievement through effective upselling and cross-selling.
• Manage and control all operational functions of the branch with zero errors.
• Ensure adequate coordination with centralized operations teams for high-quality service and customer satisfaction.
• Ensure timely receipt and submission of regulatory and other reports.
• Participate in process improvement exercises within the branch/cluster.
• Identify opportunities for productivity enhancement and cost reduction.
• Initiate and lead team meetings (Operations and Business teams) and circulate minutes.
• Support and ensure delivery of the branch's P&L objective.

Experience Required

Minimum 4 to 6 years of experience in General Branch Banking Operations, with at least 2 years in a supervisory or managerial capacity.

Education

Graduation in any discipline. Additional qualifications in Banking/ Finance/ Law or an MBA are advantageous.

Core Competencies

• Knowledge of all aspects of branch banking and Operations.
• Good understanding and working experience of regulatory and compliance aspects.
• Strong interpersonal and communication skills for customer relations and coordination.
• Leadership and management skills.

Technical Competencies

• Sound knowledge of computer systems and various banking software packages.
• Analytical skills.

Key Skills/Competency

Branch Banking Operations, P&L Management, Regulatory Compliance, Customer Satisfaction, Audit Management, Transaction Authorization, Process Improvement, Upselling & Cross-selling, Team Leadership, Banking Software.