Digibank Operations Manager - DBS Bank, Indonesia

DBS, a leading financial services group headquartered in Singapore, operates across 18 markets. We are an Asia-centric commercial bank focused on harnessing the region’s long-term potential as the centre of economic gravity shifts eastwards to Asia. A frontrunner in digital transformation, we seek to deliver a new kind of banking that is so simple, seamless and invisible, that customers have more time to spend on the people or things they care about. At DBS, we are also a strong advocate of building a sustainable future. Working with partners, we empower people to live larger than themselves. 

 

We create avenues that encourage our customers to live socially-conscious; establish platforms to help social entrepreneurs bring their ideas to life; and provide the next generation with opportunities to develop innovative solutions that address sustainability issues. We are distinct from local lenders or global players. As an Asian specialist and a leader in digital transformation, we have the reach and sophistication to outcompete local lenders, and deep Asian insights that distinguish us from global competitors. 

 

We seek to intermediate trade and investment flows between Asia’s three key axes of growth – Southeast Asia, Greater China and South Asia – as well as participate in Asia’s growing affluence. Our key franchises are in Singapore, Hong Kong, China, Taiwan, India and Indonesia. In Singapore, we are a universal bank serving all customer segments, including the mass market through the DBS and POSB, also known as the “People’s Bank”. In our other markets, we focus on three lines of business: 

- Corporate banking 

- SME banking 

- Wealth management.

Job Description 

 
Digibank Operations Manager - (WD21707)

Group Technology and Operations drives the DBS’ digital transformation agenda to allow us to scale new heights and reimagine the future of banking. To thrive in the age of digital disruptions, we focus on innovative ways to scale our cloud-based technologies, utilise modern frameworks and deploy automation best-practices.

We’ve also built a data-driven culture to develop clear guardrails on data governance and make data more accessible securely. Looking further into the technology horizon, we are exploring key merging technologies such as 5G, Internet of things (IoT), blockchain, quantum computing and AR/VR that will able us drive better business outcomes and customer journey.

Responsibilitiess:

Operational Management

Deliver on Customer Center’s vision, mission, values and KPIs. To manage day-to-day Customer Centre performance service metrics and standards. Work closely with workforce management team to ensure effective resource planning and optimization to meet service level objectives. Manage teams and ensure that business processes are performed in accordance with bank’s policy, procedure and regulatory guidelines. Select, manage and evaluate staff performance to ensure operational success and effective cost management. To ensure accuracy and compliant in all areas. Manage customer’s feedback/complaints to ensure service recovery is performed in a timely and customer focused manner, followed up with proper coaching of staff. Work closely with Onboarding, Learning and Quality team to maintain the Centre’s certification standards. Overview multi skill, DTS and Social Media Team.

 

People Development & Engagement

Mentor, coach and develop direct and indirect reports for progression and encourage continued learning opportunities. Motivate and enable high performing and customer-centric teams. Prerogative to come up with initiatives/ campaigns to engage and encourage fun at work. Establish a positive work environment with a team orientated, well trained, productive and motivated work force. Ensure all direct reports adopt and adhere to good management practices in accordance with HR policies and procedures. Provide a strong commitment and support to implementation of key HR initiatives in alignment with strategic business plans.

Improvements & Innovation

Evaluate operational effectiveness regularly and identify opportunities for improvement.
Support/ lead process improvement initiatives.

Requirements:

• Min 6-8 years’ experience of leading a large team from a Contact Centre environment, preferably in a banking industry
• Strong experience in change management
• Hands on experience running a 24x7 Contact Centre operations.
• Familiar with WFM methodologies with strong analytical/statistical skills.
• Strong customer service experience.
• Good interpersonal skills with passion to deal with customers and staff.
• Ability to champion change and drive innovation culture.
• Good planning, problem solving and decision making skills.
• Ability to manage crisis and exercise good judgement.
• Proficient in MS Office
• Strong knowledge in Contact Centre operations, standards, measurements, and metrics
• Knowledge in banking products and industry certification standards such as COPC will be an added advantage
• Real-time floor management skills
• Project management skills

Primary Location: Indonesia

Job: Customer Service
Schedule: Regular
Employee Status:
Full-time
 

Job Posting: Apr 21, 2021, 12:37:51 PM

Klik link dibawah untuk melanjutkan,

https://careers.dbs.com/careersection/dbs_professional_hires_career_section/jobdetail.ftl?job=WD21707&tz=GMT%2B08%3A00&tzname=Asia%2FShanghai