Description

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:

This role will be responsible for the credit card onboarding customer journey across digital (online, mobile apps) and non-digital (call centre, branches) channels. Ensuring frictionless onboarding for customers across Digital channels, Credit Risk, Credit Operations and Call Centre.

Responsibilities

• Digitalization of Onboarding Journey: Focusing on digital channels like digibank Mobile (MB), Internet Banking (IB), and secured web pages (PWeb) for credit card applications.
• Customer Journey Mapping: Analyzing and optimizing the customer experience from application entry points to approval and post-application status checks.
• Understanding Application Channels: Familiarity with various application methods, including digibank, PWeb, and even chatbots for certain applications.
• Cross team Collaboration: Work with Credit Management to optimise credit approval and rules with the view of improving approval rates and improving customer experience. Co-create and improve existing processes, develop best in class digital onboarding journeys with Credit Risk, Credit Operations and Call Centre, controls, technology.
• Integration with Other Services: Understand how credit card onboarding links with other banking services and customer profile information.
• Risk Management and Regulation: Clear understanding of risk management and regulations, ensure application journeys comply with applicable regulations and internal policies.
• Customer Exceptions Handling- Resolve customer queries and issues effectively and promptly.

Requirements:

• Degree holder with at least 5 - 7 years of relevant working experience
• Past experience leading technology projects as business owner; working with Agile squads.
• Experience in customer onboarding, digitisation, or a similar role in the banking or financial services sector.
• Knowledge of credit card products and regulatory requirements.
• Good analytical and communication skills with ability to manage stakeholders and partnerships
• Ability to analyze customer journey data and implement process improvements.
• Meticulous, independent, target-oriented and self-motivated
• Proven ability to multi-task, work under pressure and meet tight deadlines
• Strong interpersonal and time management skills.
• Ability to deal with diverse stakeholders across business and technology
• Can-do attitude. Keen to learn. Self starter and able to excel in ambiguity
• Ability to quickly pick-up business domain knowledge
• Excellent problem-solving skills and attention to detail

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.