DBS Bank - Team Head - Central Operations - Retail Segment

Team Head,Central Operations Retail Segment

Position Title: Team head, Central Operations (Retail Segment)

Department: Technology & Operations, India

Section: Consumer Banking Operations

Reporting to: ED & Head, Consumer banking Operations

Location: Chennai / Karur

Job Purpose:

- To lead and manage Liability Central Operations team for Retail Customers

- Subject Matter Expert in retail Operations & regulatory guidelines

- To ensure high level governance standards are maintained on the servicing, with strict adherence to TAT, exception handling

- Drive operational efficiency and productivity with reduction in rework/ rejects

- To monitor, drive and manage SLA and performance of in-source or outsource operations

- Experience in managing Operational Risk & Controls across liability products

Key Accountabilities:

- Manage Risk & Controls in Retain Central Operations

- Deliver Client Requests as per agreed TAT

- Drive Data Driven Operating Model

- Reduce end to end TAT and increase Customer satisfaction

- Complaint management, Data accuracy & Transaction quality

- Productivity, Quality Check, Operational efficiency

- Governance & Audit

Job Duties & responsibilities:

- To ensure team adherence and execution of client requests across retail banking products

- Build and enhance controls and check points for incorrect data capture and drive automation

- Collaborative work with CBG Business & product team to drive digital framework on account servicing.

- To drive and manage workforce management activities by way of Productivity Metrics, Strategic Cost Management and Efficiency.

- To ensure monthly dashboard highlighting key MIS being circulated to Business/ Functional Heads

- Ensure volume forecasting, budgeting and manage productivity

- Ensure all regulatory reporting are accurate and completed in a time bound manner

- Obtain minimum satisfactory audit rating for the team

Required Experience:

- A minimum of 12 -15 years of experience in Retail banking Operations in any vertical.

- Domain knowledge on RBI guidelines across Liability Products

Education / Preferred Qualifications:

- Minimum of graduation from recognised university and post graduation preferred

- Six-Sigma Certification or equivalent Project management certification is an added advantage

Core Competencies:

- Team Management

- Strategic Cost Management

- Good interpersonal and excellent communication skills.

- Effective control measures and governance standards

- Adoption of digital life cycle

- Good interpersonal & analytical skills

- Technical Competencies

- RBI Regulatory Guidelines

- Retail Banking Operations

- Communication skills

- Digital strategy adoption

- Work Relationship

- Team work & management

- Stakeholder management

- Customer experience & joyful banking