On site
Full Time
Job Description
This role is responsible for implementing performance, and continuous improvement of physical banking channels, including branches and self-service touchpoints.
As part of the Omni-Channel team, you will lead initiatives to deliver seamless, reliable, and customer-centric experiences, while advancing digital adoption and operational excellence across the network.
You will work in an agile, cross-functional environment to integrate physical and digital channels, ensuring alignment with GCD’s transformation agenda.
Key Responsibilities
Define and execute channel strategies to improve availability, utilization, and cost efficiency
Monitor KPIs (uptime, transaction volumes, migration rates) and drive targeted interventions
Customer Experience & Journey Ownership
Continuously enhance key customer journeys across touchpoints and implement scalable improvements
Ensure consistency of service standards and experience across the branch network and self-service channel
Agile Delivery & Transformation
Operate within agile squads to deliver incremental improvements and new capabilities
Support the rollout of new technologies and innovations across branches and self-service environments
Operational Excellence & Resilience
Oversee incident and problem management, ensuring timely resolution and minimal customer impact
Strengthen operational processes, controls, and service recovery frameworks
Data-Driven Insights & Optimizations
Leverage data analytics to derive insights on customer behaviour, channel usage, and operational performance
Optimize machine placement, branch formats, and service models based on data insights
Risk, Compliance & Governance
Ensure adherence to regulatory requirements, internal policies, and audit standards
Support audit reviews and regulatory engagements where required
Qualifications & Experience
Degree in Business, Finance, Engineering, or related discipline AVP: 6–8 years | VP: 10+ years of relevant experience in banking operations, channel management, or transformation roles Strong domain expertise in branch operations and self-service banking technologies.
Core Competencies
Customer Centricity: Deep understanding of customer needs and behaviors Data & Analytical Skills: Strong ability to interpret data and drive decisions Agile Mindset: Experience working in agile team Execution Excellence: Strong ownership with a focus on outcomes and delivery
Additional Requirements
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Job posting URL: https://singapore.job-q.com/jobs/detail/vp-avp-omni-channel-agile-team-oat
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