Job Details

SVP, Head of Digital Channels, Consumer Banking Group

Business Function
As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business - they were made just right for you.
Job Purpose:

• Responsible for developing the overall digital channel strategy and new capabilities roadmap for the largest digital bank in Singapore, so to ensure we offer our customer a seamless and secure digital experience.
• The role will require close collaboration with key partners across the bank, such as Technology, Products, Information Security, UX designers to come to together to deliver the wider banking strategy.
• This role reports directly to the Head of Digital Banking, Consumer Banking Group (CBG) Singapore.

• Develop overall digital strategy for consumer banking Singapore, which include owning the end-to-end digital journey across pre-login (public websites) and post-login (online & mobile banking)
• Planning and implementation of new digital capabilities and initiatives supporting Digital and CBG Singapore objectives, which include budget, resource and budget planning and tracking
• Driving digital adoption and usage through new-to-Digital customers acquisition and usage campaigns, which include leveraging on AI & machine learning led model targeting
• Key metrics: Digital Channel Performance (availability & reliability), Digital Adoption (Acquire, Transact, Engage), Digital Value (Digital revenue & cost avoidance), Customer Experience (5-star & App/Playstore rating)

• Lead and manage a team of 19 with 4 directs focusing on delivering a joyful experience across digibank (mobile and internet banking) and web (public site)
• Develop, align and execute the channel roadmap and propositions to the CBG Singapore vision and priorities
• Exercise influence over the digital banking customer experience end-to-end journey from onboarding to authentication and across common functionalities for Retail and Wealth segments
• Plan, manage and budget for technology initiatives alongside budget planning for CBG Singapore. Effectively allocate digital squads' resources to deliver key initiatives
• Work closely with technology to track overall channel performance and resolving day to day digital channel related incidents and issues
• Formulate fraud prevention capabilities on digital channels & customer education working together with stakeholders across Legal & Compliance, Security, Fraud and Corporate Communications for Digital fraud prevention
• Input and review requirements for regulatory change impacting channel services and lead implementation of such change in partnership with Compliance and Technology
• Define, drive and meet core digital Digital Channel Performance (availability & reliability), Digital Adoption (Acquire, Transact, Engage), Digital Value (Digital revenue & cost avoidance), Customer Experience (5-star & App/Playstore rating)
• Oversee a team of web content managers, ensuring UX and content management standards are met
• Oversee Digital Banking operations, expenses, budget, business continuity measures, risk reporting and scorecard

• Minimum 10 years' experience in managing digital platforms or enterprise web sites
• Past Technology management, Project Management or Product Owner experience would be advantageous
• Strong interpersonal and communication skills with the ability to simplify complex topics, create and deliver effective presentations to engage senior stakeholders
• Strong business sense, especially on digital development, yet understand technical concepts and jointly work with Agile squads and other business teams
• Knowledge of Adobe Analytics and Adobe Target is helpful