Business Function DBS Consumer Banking provides customers with a full range of cards and loans products and services. This role is crucial in reimagining and optimizing the end-to-end customer and employee journeys for these products, driving successful Operation Model Transformation (OMT) initiatives and responding to growing demands for process transformation and platform uplift from various business and support units.
Responsibilities Project Leadership and Delivery: - Act as the Project Delivery Lead, managing the end-to-end delivery of multiple concurrent projects related to card and unsecured loan products. This includes overseeing projects initiated by various business and support units aimed at process transformation and platform uplift, ensuring alignment with Cards & Unsecured Loans product strategies and overall business growth objectives.
- This encompasses managing projects from requirements definition through UAT and post-implementation review.
Journey/Process Re-engineering and Optimization: - Lead the analysis, re-engineering, mapping, and design of optimized customer and employee journeys within Cards & Unsecured Loans.
- Identify opportunities for significant process optimization and automation in alignment with OMT principles, broader bank-wide transformation initiatives, and potential AI/Agentic AI touchpoints.
- Translate these designs into comprehensive Business Requirements Documents or User Stories for implementation.
Stakeholder Collaboration and Requirements Management: - Collaborate extensively with Product, Operations, Technology, Data Science/AI teams, Legal & Compliance, and other stakeholders across various business and support units.
- Ensure seamless end-to-end delivery of OMT, AI-driven, and other transformation solutions, accurately translating business requirements into functional specifications, and reviewing Functional Specifications Documents (FSD) or Narratives to ensure alignment with business needs.
Quality Assurance and Compliance: - Lead and manage User Acceptance Testing (UAT) in projects, ensuring system behavior conforms to the solution design.
- Ensure all development and rollouts comply with the necessary internal and external risk & regulatory clearance processes.
Implementation Support and Post-Production Management: - Support pre and post-implementation tasks, including user training, user stories preparation, testing, production launch and verification.
- This also includes timely and smooth production problem investigation, post-implementation review and escalation, and ensuring production incidents are resolved within the SLA with prompt follow-up for closure.
Stakeholder Communication and Progress Reporting: - Provide regular review meetings with key stakeholders on system enhancements and projects, offering progress updates to ensure smooth operation.
Requirements: - Relevant experience in Credit Card / Unsecured Loans product management, business analysis, or transformation projects, specifically those involving process re-engineering and platform uplift across different business functions.
- Proven experience in business process re-engineering, journey mapping, or implementing operational efficiency initiatives across multiple business units.
- Demonstrated understanding of how emerging technologies, particularly AI/Agentic AI, can be applied to solve business problems and drive commercial outcomes, preferably within a financial services context and in collaboration with technical teams.
- Preferably with knowledge of agile methodology and project management life cycle, systems, rules and regulations related to Card & Loan business.
- Proven experience in managing projects end-to-end and participating in different milestones within a project lifecycle, including business requirements development, test management and execution, and implementation.
- Excellent change management and stakeholder engagement skills, particularly in driving adoption of new processes and technologies introduced through OMT, AI initiatives, and cross-functional transformation projects.
- Proficiency in mapping complex customer and employee journeys, identifying pain points, and designing optimized future-state processes, especially when integrating with new platforms or transformed processes from other business units.
- Strong analytical skills with the ability to identify opportunities for process optimization and data-driven improvements, specifically in the context of OMT, broader bank-wide transformation initiatives, and potential AI applications.
- Familiarity with process re-engineering and optimization techniques, as well as AI and agentic AI integration
- Excellent interpersonal and communication skills with a positive working attitude and an avid team player, capable of fostering collaboration across diverse stakeholder groups.
- Self-starter with customer centricity mindset, and able to rise up to challenges and manage stringent delivery timelines
- Work independently and able to handle multiple projects with the ability to take on different types of roles and activities at the same time
- Knowledge of risk awareness and control.
- Knowledge of JIRA and confluence
Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
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