Job ref no.: 69639300-1800022G
DBS Bank Ltd

VP/AVP, Service Excellence, COO Office, IBG

DBS Bank Ltd

DBS. Living, Breathing Asia.

DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named “Asia’s Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for eight consecutive years from 2009 to 2016.


  • To conduct regular customer satisfaction survey and identify areas of improvement for service excellent

  • To manage customer and employee journeys on behalf of IBG-HK to improve the customer and employee experience

  • To monitor and enhance the end-to-end processes of operation and service delivery

  • To ensure smooth and effective collaboration with working partners, e.g. relationship manager, operation units, GTS, T&M, RMG, CBG, etc.

  • To be responsible for the support of customer services and service excellent in IBG

  • To support Business Priorities & Customer Experience Head on ad hoc projects


  • 6 – 10 years of relevant experience

  • Customer oriented and passion to succeed

  • Strong responsiveness and good problem solving skills

  • Good sense in service quality management

  • High accountability

  • Strong inter-personal skills to work with various service partners

  • Strong leadership with sound coaching and communication skills

  • Good command of written and spoken English and Chinese

  • Proficiency in MS Word, Excel and PowerPoint

  • Degree holder in Business or related discipline

  • Good grounding in general banking operations and services

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.

We regret only shortlisted candidates will be notified.

More job information
Job ref no. 69639300-1800022G (CT3116213-01#0040)
Job Function
  • Central
Employment Term
  • Full-time
  • 6 years - 20 years or above
Career Level
  • Middle management level
  • Degree