AVP, Digital Transformation Team Lead (Customer Servicing)

About the role

DBS is hiring an AVP, Digital Transformation Team Lead (Customer Servicing) within the Group Operations Capability Centre (GOCC), reporting to the Group COO. GOCC accelerates innovation through AI capabilities and COE setups while overseeing digital transformation across the three Lines of Business Ops and the Operations COO functions. The role drives software development projects that improve contact centre operations, employee experience and customer experience.

Key responsibilities

• Drive software development projects and strategic initiatives that enhance contact centre operations, employee experience and customer experience.
• Ensure delivery of contact centre system enhancements and production fixes across banking platforms, including CRM and telephony solutions, through testing and quality assurance.
• Oversee preparation and execution of test cases based on business requirements, working with developers and stakeholders to resolve issues before release.
• Support system releases, including after office hours, weekends and public holidays, so deployments run smoothly during off-peak periods.
• Own assigned projects end-to-end, delivering on schedule and in line with business objectives.
• Lead and mentor a team of Business Analysts on requirements analysis, solution design, testing and project delivery.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business or a related discipline.
• Experience in Agile Project Management and Customer Service is preferred.
• Prior experience leading or mentoring a team of Business Analysts is an added advantage.

Required skills

• Strong understanding of the Software Development Lifecycle (SDLC), including requirements analysis, solution design, testing and deployment.
• Proficiency in collaboration and productivity tools such as Microsoft 365, Jira, Confluence and Figma.