AVP/Senior Associate, CBG Incident Manager, Digital Incident & SR Management, Consumer Banking Group

Job description

Business Function As the leading bank in Asia, DBS Consumer Banking Group helps our customers realize their dreams and ambitions. We offer a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, to support our customers at every life stage. The Role The Digital Incident & Service Request (SR) Management team plays a critical role in managing significant and major Consumer Banking Group (CBG) Singapore–related digital incidents. The team is responsible for ensuring potential trending digital incidents are identified early, appropriately escalated, prioritised, and coordinated through to investigation and resolution. The role holder will monitor, manage, and escalate potential major incidents impacting CBG Singapore, working closely with key stakeholders including Technology, Frontline teams, and GM&C for customer communications and recovery, where applicable. This role also focuses on proactively reducing the frequency and impact of technology‑related incidents through strong root cause analysis, trend identification, and the development of a holistic view of recurring issues. In the event of a potential significant or major incident, the individual will be required to assess incident severity based on inputs from key stakeholders (including CCTR and Technology), and drive the appropriate level of escalation and coordination. Key Accountabilities Incident Coordination & Escalation Monitor, assess, and manage potential significant or major digital incidents impacting CBG Singapore. Ensure timely escalation, coordination, and communication with relevant stakeholders to minimise customer and business impact. Measure and improve reaction and response times across incident lifecycles. Incident Reviews & Optimisation Track and analyse average handling time across all phases of incident management, from initial trigger to root cause analysis. Conduct post‑incident reviews to identify gaps and drive continuous improvement in processes and controls. Data Analysis & Reporting Analyse incident and operational data to provide a holistic view of impacted customer journeys, incident root causes, and mitigating controls. Identify recurring patterns and persistent trends to support preventative actions and long‑term fixes. Documentation & Compliance Ensure comprehensive and accurate documentation of incidents, actions taken, decisions made, and timelines. Maintain audit‑ready records to support governance, regulatory requirements, and future analysis. SL4 Digital Incident & Complaint Management Monitor SL4 digital incidents and digital banking‑related complaints. Ensure SLA adherence, investigate trending issues, and support complaint resolution in collaboration with relevant teams. Requirement Minimum 8 years of experience in production support, incident management, or a related operational role. Strong understanding of CBG banking products, services, customer journeys, and operating processes. Demonstrated analytical capability with a strong focus on control, risk awareness, and process improvement. Excellent communication and stakeholder management skills, with the ability to articulate complex issues clearly and concisely to senior management. Customer‑centric, highly collaborative, and able to perform effectively under pressure in fast‑paced environments. Apply Now: We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements. Location: DBS Asia Central Job: Digital Schedule: Regular Employee Status: Full time