Senior Officer, Branch Operations and Service Head, Consumer Banking Group

Company Name

DBS Bank

Job Description

DBS Bank is seeking an experienced and customer-focused Senior Officer – Branch Operations and Service Head to oversee branch operations and ensure the delivery of exceptional customer service within the Consumer Banking Group. The role involves managing daily branch operations, ensuring compliance with banking regulations, supervising service standards, supporting business growth initiatives, and maintaining operational efficiency. The ideal candidate should possess strong leadership, operational management, and customer relationship skills.

Key Responsibilities

• Manage and supervise day-to-day branch operations.
• Ensure compliance with banking policies, regulatory requirements, and internal controls.
• Monitor operational processes to maintain efficiency and accuracy.
• Lead customer service initiatives and ensure high service quality standards.
• Handle customer escalations and resolve service-related issues promptly.
• Support branch business objectives and customer acquisition activities.
• Coordinate with various departments to ensure smooth branch functioning.
• Monitor branch performance and prepare operational reports.
• Ensure proper documentation and record management.
• Train and guide branch staff on operational procedures and service excellence.

Required Skills

• Strong knowledge of banking operations and branch management.
• Excellent customer service and relationship management skills.
• Leadership and team management abilities.
• Knowledge of banking regulations, compliance, and risk management.
• Problem-solving and decision-making skills.
• Strong communication and interpersonal skills.
• Proficiency in banking systems and Microsoft Office applications.
• Ability to manage multiple priorities in a fast-paced environment.

Educational Requirements

• Bachelor’s Degree in Commerce, Finance, Business Administration, Economics, or a related field.
• Preferred: Master’s Degree (MBA, Finance, or related discipline).

Experience Requirements

• 3–8 years of relevant experience in banking operations, branch management, customer service, or retail banking.
• Experience in consumer banking operations and service management is preferred.

Preferred Candidate Profile

• Customer-centric and service-oriented mindset.
• Strong leadership and organizational capabilities.
• Ability to work under pressure and meet operational goals.
• High attention to detail and compliance standards.
• Professional, ethical, and committed to operational excellence.