Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
To provide leadership and strategic direction to manage and drive continuous improvement in these areas in Customer Centre
Budget and Financial Management for the Centre, ensuring financial soundness and expense optimization
Establish and execute internal accounting and controls to strengthen Financial Management
Financial Analysis by monitoring and analyzing financial trends to provide diagnostic financial insights, reliable forecast and prescriptive actions
Oversee the annual budget exercise for the Centre and secure transfer of budget from business units in situations of unbudgeted expenses/headcount
Metrics reporting to senior management team, regional team and external teams
Onboarding & People Engagement
Work closely with HR business partners to lead the strategic hiring, retention and rewards and recognition schemes for the Centre
Work closely with HR business partner to drive talent management and career progression for the Centre
Drive Onboarding initiatives for new hires and programs to help new hires and existing staff to feel a strong affiliation with the bank
Drive people engagement initiatives including management of employee feedback (i.e. My Voice and internal communication channels)
Initiate work streams to address employee feedback and track progress of action plans
Lead the engagement for the Centre to plan and organize Centre-wide activities to enable employees to foster team bonding and build long term relationships in the Customer Centre
Be a change agent to introduce best practices into the Centre and lead team towards accepting changes
Direct reporting to Head of Customer Centre
Supervisory relationship to 4-5 employees
Working relationship with internal support staff from other Business Units (Group Finance,Data Management /CBG teams, Group HR business partners, Customer Centre Management Team on Financial and Analytics)
Minimum 8 years in operations/Finance/HR Management in a Contact Centre environment, preferably in a banking industry or customer service environment
Strong experience in change management.
Strategic thinker who is Independent and strong in conceptualization
Must have passion for people development and engagement
Strong communicator and relationship building skills
Good presentation and influencing skills
Creative problem-solving skills
Strong in decision making
Strong focus in customer service
Strong leadership skills with ability to lead, develop and coach the teams
Change management capabilities
Seeks innovation using data
Proficient in MS Office/ Powerpoint
Formal accounting qualification is advantageous
Knowledge in industry standards such as ISO, People Developer, Singapore Quality Class and Singapore Service Class standards is advantageous.
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
Internal Number: 6086561
About DBS Bank Limited
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