The GA Operations Program at DBS Bank is a 24-month programme where we specialize and receive training in operation transformation to become effective change agents and leaders. Through 3 specifically designed rotations, we will be able to gain a deeper understanding and hands on experience into the different functions within the Operations businesses. We are also exposed to mentorship and networking opportunities with Senior Management. I’m currently in my 3rd rotation under the Cash Operations Department.

3rd Rotation – Cash Ops (Dec 21 – Present)

• Learnt about the remittance products & risk management through the end-to-end journey of transactions, from pre-processing and screening to post-processing
• Developed a dashboard using PowerBI to track open system issues & collaborated with tech team to conduct testing & resolve issues, thereby closing >60% of tickets
• Contributed to process improvement by implementing a Processing & Training Manual, which acts as a central file for the team to refer to during their day-to-day processing, & supported several initiatives to reduce manual toil
• Managed people & training projects, such as a digital upskilling program for operations staff and a Transformational Leadership seminar for Cash Ops’ management team
• Led the people champ team to plan & execute all department events
• Designed EDMs for department comms, as well as A1-sized infographics for IBGO’s booth at Future of Ops Festival (samples here)

2nd Rotation – Ops Planning & Management (Mar 21 – Nov 21)

• Governed operations improvement projects for 2 departments by liaising with stakeholders to track progress & delivering monthly reports to senior management
• Fronted several change management projects such as Docusign roll out for forms spanning across 5 departments by communicating with stakeholders on the requirements & conducting training for impacted teams
• Planned and executed people engagement initiatives at country level such as festive celebrations & internal learning / upskilling initiatives
• Designed EDMs for people engagement initiatives as well as quarterly group newsletters

1st Rotation – BusinessCare (Jul 20 – Mar 21)

• Learnt about customer service operations as well as corporate ibanking account services
• Liaised with internal stakeholders (branch & relationship managers) to rectify rejected corporate forms
• Gained awareness on risk management through authentication measures put in place for account opening, change of mandate & client servicing
• Performed data extraction, transformation and visualisation to prepare monthly team performance report

DBS Recreation Club – Family Day 2021 Co-lead

• Led the DBS Family Day 2021 planning committee as Co-lead to brainstorm, plan and execute the event amidst Covid-19 restrictions. Watch the snippet here.

*Image taken from DBS Website.