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 standardization. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions.
Responsibilities
SOP revamp and knowledge transformation
- Drive onboarding of SOPs and operational knowledge onto the centralized knowledge platform
- Build and own the centralized Ops knowledge base as the single source for SOPs, product information, policies, past NPAs, KRIs, RCSA and risk events, which today sit in separate repositories
- Consolidate documents across products and fill gaps where SOPs are missing or incomplete and index it into KB.
- Ensure new NPAs, regulatory changes, incidents, system changes, BCP and BRD or JIRA changes flow into the knowledge base, so people and agents never work from stale information
- Make knowledge base entries reusable as agent skills, to speed up agent build, testing and deployment and support faster, safer NPA reviews
- Set knowledge management standards and governance, and roll the model out across Group Operations, including CBWMO and IBGO
Enterprise agents and AI enablement
- Set the strategy and roadmap for enterprise agents across Group Operations processing, starting with Account Onboarding and Trade
- Sustain, optimize and enhance existing AI capabilities, and identify new AI use cases that improve efficiency, scalability and service quality
- Partner with Operations and Technology to deliver AI capabilities, drive adoption and realize benefits; work alongside the servicing and customer-facing agent teams on shared platforms and hand-offs
Risk and controls
- Partner with Operational Risk to map RCSA risks and controls to real process steps, and back-test controls against past risk events
- Embed risk tiering, human oversight and data protection into every agent automation
Stakeholder management and delivery
- Collaborate with Operations, Technology, Risk and Business to drive execution and resolve delivery issues
- Support governance forums, management reporting and key decision-making
- Lead change management and adoption with frontline teams
- Monitor transformation outcomes and AI adoption metrics to drive continuous improvement
- Build and lead a multidisciplinary team of program, process, knowledge and agent specialists
Requirements
- 15+ years in banking operations or operations transformation, including leading large cross-functional programs
- Strong knowledge of account onboarding or trade operations
- Track record delivering AI, agentic or intelligent automation at scale
- Experience in SOP and knowledge management, and in operational risk and controls
- Proven senior stakeholder management across Operations, Technology, Risk and Business
- Clear communicator who can set direction and turn it into delivery
Location:
DBS Asia Central
Job:
Operations
Schedule:
Regular
Employee Status:
Full time
