Job Description

Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we managethe majority ofthe Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
About the role
The Service Delivery Manager(SDM) will manage the daily maintenance operations and drive innovative, best-in-class improvements within the Singapore Self-Service Banking (SSB) ATM Servicing Operations.
This role is pivotal in optimizing processes for enhanced efficiency and productivity, meticulously balancing these with robust risk management, strong controls, and exceptional service quality.
The SDM will strategically partner with Business Units to identify evolving needs, proposing and implementing solutions to improve existing operations or address new business, operational, or customer service demands.
Furthermore, SDM will lead and develop the operations team to consistently achieve agreed Business and Vendor Service Level Agreements (SLAs), alongside high levels of staff efficiency and productivity.
Responsibilities

• Manage Machine Servicing Operation Vendors to ensure optimal performance of the SSB machines and improvement of existing processes
• Monitor performance against service contract, cost and budget
• Monitor SSB performance and identify issues, analyse root causes and develop proactive actions with vendors to meet SLA
• Develop indicators (leading and lagging) to identify potential service issues and develop preventive measures
• Review processes and identify areas for improvement and risk control
• Provide operational support to BUs for new initiatives
• Provide decision on issues of exception within the scope allowed
• Take charge of ad-hoc projects
• Design/Develop & execute Sanity/Regression/SIT/UAT Test Cases, Test scenarios using test management tools, Defect logging/tracking and managing issues and status metrics
• Coach, develop and improve team members' performance

Requirements

• Bachelor's degree with min. 7 years of project life cycle experience in the Financial Services Industry
• Experience in leading systems development and business process improvement initiatives
• Possess re-engineering/six sigma capabilities
• Domain expertise in Self Service Machines like ATM, Recyclers, or consumer banking products and processes will be an added advantage
• Strong Vendor management, Stakeholder Managemnt and procurement skills are needed
• Strong leadership skill with analytical and decision-making capability
• Excellent interpersonal and communication skills
• Strong people-relations and influencing skills
• Critical thinking capability - ability to suggest improvements and identify risks
• Strong Service orientation skill - ability to prioritize and manage stakeholders' expectations
• A highly organized team player with solid project management skills

Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements. -en

Skills Required