Assistant Vice President/Senior Associate, Program Manager, Consumer Banking Group
DBS Bank
- Singapore
- Permanent
- Full-time
- Enhancing the Next-Best-Conversation (NBC) program, which provides timely nudges and relevant talking points to our Wealth Planning Managers (WPMs) to assist customers in financial planning:
- Conducting Discovery sessions with customers and WPMs to identify needs and explore how WPMs can support customers in meeting these needs.
- Ideate with cross functional stakeholders to develop new NBCs that provide relevant guidance to WPMs to engage our customers for financial planning conversations.
- Collaborate with tech partners to design the requirements and logic necessary to implement these NBCs.
- Conducting experiments with WPMs and customers to evaluate the effectiveness of NBCs in addressing customer needs.
- Drive change management programs to increase NBC usage among WPMs.
- Monitoring the portfolio of NBCs to identify areas for improvement in logic or talking points.
- Advocating for the Employee Experience of our WPMs to ensure they can deliver a Best-In-Class Customer Experience.
- Conducting Discovery sessions with WPMs to understand their processes and identify opportunities for improvement.
- Collaborating with cross-functional stakeholders to implement solutions through technology, process, or policy enhancements.
- Collecting feedback to assess the impact of implemented solutions and identify further improvement opportunities.
- Participating in MTJ squads to enhance customer journeys in financial planning, with a focus on leveraging WPMs to engage customers effectively.
- Explore AI/ML or GenAI opportunities to help WPMs simplify their work or to deliver exceptional Customer Experience.
- Supporting strategy development to shape the future of Financial Planning & Advisory.
- 4-6 years of experience in Program Manager/Project Manager/Consulting roles, preferably in consumer banking or sales & distribution
- Strong stakeholder management, change management, and communication skills, with a proven track record in a multi-stakeholder environment
- Ability to manage complex priorities, resolve conflicts, and influence stakeholders beyond formal reporting lines
- Self-starter and collaborator who thrives in a fast-paced, ever-changing, and deadline-driven environment
- Structured analytical abilities, effective communication, and presentation skills.
- Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, evaluate outcomes and challenge conventional practices.
- Ability to summarize complex issues in business terms, anticipate problems, and apply problem-solving skills.