AVP, Product Manager - Digital Servicing, Institutional Banking Group (WD72824)

Business Function

Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards.​

Product Manager - Digital Servicing

As a Product Manager - Digital Servicing within IBG Digital, you will be responsible for developing and implementing differentiated digital servicing solutions for our diverse corporate banking customers (Large Corporates, MidCap, SME). You will focus on enhancing self-help, self-service, and digital assistance capabilities across our digital platforms (IDEAL, PWEB, and Chatbot) to drive seamless customer experiences.

Your goal is to empower customers to find information independently, self-serve transactions, and receive digital assistance for complex servicing needs, ultimately reducing friction and improving satisfaction.

Responsibilities

• Develop and execute a digital servicing strategy that aligns with the bank’s digital transformation agenda, optimizing self-service adoption and reducing inbound customer queries
• Streamline and automate servicing processes in collaboration with Operations to drive frictionless self-service experiences
• Enhance digital assistance mechanisms (e.g., AI chatbots, contextual help overlays, guided workflows) to support complex transactions and inquiries seamlessly.
• Implement behavioral analytics (e.g., clickstream, heatmaps etc.) to identify and address drop-off points in digital journeys, reducing abandonment rates and negative voice of customer.
• Develop and maintain self-help resources (FAQs, interactive guides, video tutorials) to empower customers to resolve issues independently
• Collaborate cross-functionally with Product (Cash Mgmt, Trade Finance, Cards & Loans), UX, Tech, Marketing, Compliance to design and implement innovative servicing solutions.
• Drive implementation of new solutions, including drafting specifications, testing, and iterating based on customer feedback
• Measure impact through KPIs such as self-service adoption, reduction in service requests, resolution times, and CSAT scores to measure the effectives of the digital servicing solutions.
• Leverage GenAI-powered digital assistants to enhance self-help capabilities with real-time contextual support.
• Ensure seamless escalation pathways for transitioning customers from self-service to human support where necessary.
• Lead go-to-market execution including external communication, marketing campaigns, and internal adoption enablement (e.g., frontline staff training).
• Stay updated on emerging digital banking trends and technologies, evaluating and recommending innovative tools to enhance digital servicing.

Requirements

• 5+ years in digital banking, product management, fintech, or related role with a focus on designing & implementing digital solutions for corporate clients
• Good understanding of corporate banking products, services, and operations, with ability to translate business needs into solutions & technical specifications.
• Familiarity with project management methodologies & tools (e.g., Agile/Scrum, JIRA, Confluence etc.), with a track record of successfully leading cross-functional initiatives from concept to implementation.
• Experience with clickstream analytics using tools like Adobe Analytics, Matomo, Google Analytics etc.
• Analytical mindset with aptitude for data analysis and interpretation to drive data-driven decision-making.
• Excellent communication and interpersonal skills, with the ability to engage, influence and work with large cross-functional teams.
• Strong customer-centric approach, with a passion for delivering innovative solutions that meet the evolving needs of corporate banking customers.
• Self-motivated and results-oriented with ability to work independently with minimal supervision.

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.