AVP, Digital Transformation Team Lead - Customer Servicing

About the role

DBS is looking for an experienced Assistant Vice President Business Analyst to join the Group Operations Capability Centre (GOCC) Customer Servicing team, supporting the IBG I.Serve platform. The role drives business transformation, platform enhancements, operational efficiency and system integration across customer servicing, partnering with Customer Service Hub teams, Technology, Product Owners and regional stakeholders. It suits a senior BA with strong analytical skills, leadership presence and hands-on experience in corporate banking operations or contact centre servicing.

Key responsibilities

• Lead end-to-end business analysis for strategic initiatives, regulatory changes, production fixes and enhancements, and turn requirements into functional specifications, user stories, process flows and acceptance criteria
• Manage requirements prioritization and backlog in Jira, maintain project documentation in Confluence, and perform impact assessments across systems
• Work with development and QA teams through the SDLC, coordinate UAT, defect triage and business sign-off, and support release management and production deployment
• Maintain parameter administration and workflow configurations in the I.Serve platform, analyse production issues and recommend process improvements
• Identify automation opportunities, support digital transformation and customer experience initiatives, and support AI, workflow and operational excellence initiatives
• Present project status, risks and dependencies to leadership, and mentor junior Business Analysts while driving BA standards and governance

Required profile

• Bachelor's degree in Business, Banking, Information Systems, Computer Science or a related discipline
• Any Business Analyst, Project Management or Scrum Master certification
• 8+ years of business analysis experience, preferably in banking or financial services
• Proven experience leading medium to large transformation and enhancement initiatives
• Experience with customer servicing, contact centre or banking operations platforms; regional stakeholder experience is advantageous

Required skills

• Jira and Confluence
• Microsoft Office Suite and Microsoft 365 Copilot
• Process-mapping tools
• Knowledge of contact centre operations, customer servicing platforms, institutional banking operations, service request management, operational risk and controls, and workflow automation