The Company is seeking an experienced and highly motivated Associate Vice President to lead the digital transformation team in customer servicing. The successful candidate will be responsible for driving business transformation, platform enhancements, operational efficiency initiatives, and system integrations across customer servicing functions. This role requires close partnership with customer service hub teams, technology, product owners, and regional stakeholders to deliver business value while maintaining strong governance, control, and customer experience standards. The ideal candidate will have a strong background in business analysis, with a focus on customer servicing and contact center operations, and will be adept at leading end-to-end business analysis activities, facilitating requirement gathering, and translating business requirements into detailed specifications. Candidates for this role should have a Bachelor's degree in a relevant discipline, with additional certifications in business analysis, project management, or as a Scrum Master. A minimum of 8 years' of business analysis experience, preferably within banking or financial services, is required, along with a proven track record of leading medium to large transformation and enhancement initiatives. The role demands a professional with strong technical and domain skills, including hands-on experience with Jira, Confluence, and process-mapping tools, as well as a deep understanding of banking operations, particularly in the areas of customer servicing and contact centers. The candidate should also possess excellent leadership, communication, and stakeholder management skills, and be adept at problem-solving with a data-driven approach.

Hiring Company

DBS Bank