Job Description

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Responsibilities:

• Act as the functional expert for account opening (AO) and account maintenance (AM) processes across all core platforms and products, including CASA, SIBS, OBCA, Cardlink, Bizchannel, CSDE, RDS, Clicks, Paperless, SGID/MYSG/SGMY, Swift RMA, MT940/950, Audit Confirmation, and ATM services.
• Provide advisory support and act as SME to Business Units (CBGS, CBS, CMBS, FIG), Information Technology, and Operations teams.
• Serve as the primary liaison between Business Units, Operations, and Information Technology to ensure end-to-end process alignment and service excellence.
• Prepare and present monthly dashboards covering volumes, SLA performance, exceptions, and team metrics.
• Lead implementation of strategic initiatives (e.g. Ops Workflow, e-Channels systems, Account Opening systems, system upgrades, Paperless, etc.).
• Ensure operational readiness, policy compliance, and capacity alignment for all AO/AM/CC changes.
• Represent operations in working groups and project taskforces, coordinate impact assessments, SOP updates, and stakeholder training.
• Act as the key escalation point for operational issues and production defects across all segments.
• Drive timely resolution and root cause analysis in collaboration with relevant teams.
• Support audit and Business Units requests for data clean-up related to SIBS (e.g., CASA, customer profiles, credit cards).
• Approve hold codes and manage other maintenance tasks.
• Provide backup support for Head of Unit and other team leads.
• Handle miscellaneous administrative functions such as procurement and supplies.

• Oversee daily nearshore processing operations (iCIMB, ~40 FTE) for both Retail and Non-Retail AO/AM/CC activities.
• Monitor exception reports, validate samples, and escalate systemic issues.
• Collaborate with iCIMB Leads to standardize controls, resolve gaps, and ensure SLA adherence, business
• continuity, implement new products/process/system and manage projects/process improvements.
• Conduct performance reviews, manage service breaches, and ensure compliance with MAS Outsourcing and internal risk policies.

• Bachelor's degree and/or Master's in Business Administration, Operations Management, or any related field.
• At least 7 years of experience in banking operations.
• At least 5 years of relevant experience in driving productivity, system/platform efficiency and/or optimisation.
• Savvy and well verse in regulatory framework, e.g., MAS guidelines, MAS 626, Frezzing Order and Production Order regulation, etc.
• Strong stakeholder management skills, working with regulators, internal and offshore teams.
• Proven track record in project management and process improvement initiatives.
• Proficient in Operational Governance, Banking Operation Knowledge across Retail and Non-Retail segments
• Proficient in Regulatory Framework - MAS guidelines, MAS 626, Frezzing Order and Production Order regulation
• Strong People Management skills
• Strong Vendor and Outsourcing Management skills
• Strong Risk and Control awareness
• Experienced in Process Design and Change Management
• Strong Analytical Thinking and able to make sound decisions based on data and insights
• Strong Stakeholder Management, Communication and Interpersonal Skills
• Strong Negotiation Skills and Conflict Resolution
• Strong Project Management Skills