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.
Manage the day-to day servicing operations and implement innovative & best-in-class initiatives within the Servicing Operations portfolio across Singapore Self-Service Banking (SSB) network
Review and improve processes to maintain efficiency and productivity balancing these with risks/controls and service quality.
Partner BUs to understand their needs and their customers' needs to recommend solutions to improve existing operations or meet new business, operational or customer service needs.
Lead and manage operations team to ensure agreed Business SLAs, Vendor SLAs, Staff Efficiency and Productivity targets are met.
Manage Machine Servicing Operation Vendors to ensure optimal performance and improvement of existing processes
Monitor performance against service contract, cost and budget
Monitor SSB performance and identify issues, analyse root causes and develop proactive actions with vendors to meet SLA
Develop indicators (leading and lagging) to identify potential service issues and develop preventive measures
Review processes and identify areas for improvement and risk control
Provide operational support to BUs for new initiatives
Provide decision on issues of exception within the scope allowed
Take charge of ad-hoc projects
Coach, develop and improve team members' performance
Bachelor's degree with min. 7 years of project life cycle experience in the Financial Services Industry
Experience in leading systems development and business process improvement initiatives
Possess re-engineering/six sigma capabilities
Hands-on experience in operations research, quantitative or modelling
Domain expertise in Self Service Machines like ATM, Recyclers, or consumer banking products and processes will be an added advantage
Strong leadership skill with analytical and decision-making capability
Excellent interpersonal and communication skills
Strong people-relations and influencing skills
Critical thinking capability - ability to suggest improvements and identify risks
Strong Service orientation skill - ability to prioritize and manage stakeholders' expectations
A highly organized team player with solid project management skills
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.