AVP| Specialist| Operations| Gen Ops|Consumer Banking

Business Function
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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 manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels

Job Purpose
• To lead and manage the Operations team in Karur
• Act as Site Head for Karur Centre managing Account Services, Asset Operation & Deposit Operation and oversee Admin & people related matters
• Ensure strict adherence to KYC, Account Opening & banking regulations
• To ensure high level governance standards are maintained on the on-boarding, post on-boarding and exception handling
• Ensure data accuracy in CBS and exception management
• To serve as the escalation point for business, compliance, and customers for on-boarding exceptions.
• To leverage data to monitor drive and manage SLA and performance of in-source or outsource operations.
• Drive digitization of the processes.

Key Accountabilities
• Manage retail operations across all retail products managed in Karur
• Drive Data Driven Operating Model
• Deliver best-in-class TAT and Customer satisfaction
• Complaint management, Data accuracy & Transaction quality
• Productivity, Quality Check, Operational efficiency
• Governance & Audit

Job Duties & Responsibilities
• To ensure team adherence and execution of customer on-boarding, KYC, EWSS alert management, Static data update, for Resident and Non resident customers.
• To ensure that activities related to Risk Review, KYC IDD re-submission, Inactive/Dormant are performed as per the guidelines and exceptions highlighted to Unit Head.
• Ensure NIL revenue leakage by way of recovery of applicable charges as per CBG Tariff sheet and deviation to be approved by Product/Business.
• Ensure adherence of Fixed Deposits (INR & FCY) process and specifically FCNR related products to be aligned with product note and RBI guideline.
• Support CBO Risk in quality assurance and errors (if any) highlighted to be rectified.
• Consistent drive on DFNO and achieve +0% STP across all activities on customer onboarding and servicing.
• Ensure adherence of Controls, Risk and RBI CIP & CAP guidelines along with India KYC guidelines, including de-dup exception handling, PAN & Aadhaar Name mismatch for digi.
• Collaborative work with CBG Business & product team to drive digital framework on account servicing.
• To drive and manage workforce management activities by way of MTK, Strategic Cost Management, Productivity and Efficiency.
• To ensure monthly dashboard highlighting key MIS being circulated to CBG Business/T&O
• Ensure volume forecasting, budgeting and manage productivity.
• Obtain minimum satisfactory audit rating for the team
• Ensure and implement BOD & EOD controls on exception activities
• The cost monitoring for PC code is done on daily basis and exceptions highlighted to Finance and CBO Head.

Required Experience
• A minimum of 12-15 years of experience in retail banking with experience of AML/KYC and asset operations.
• Domain knowledge on RBI guidelines related to KYC, FCNR, NRI, FEMA &, PPI

Education / Preferred Qualifications
• Minimum of graduation from recognised university and post graduation preferred
• CAMS & PMP certification is an added advantage

Core Competencies
• Team Management
• Strategic Cost Management
• Good interpersonal and excellent communication skills.
• Effective control measures and governance standards
• Adoption of digital life cycle
• Good interpersonal & analytical skills
• Technical Competencies
• KYC and AML controls
• Customer Relationship
• Retail Banking Operations
• Communication skills
• Digital strategy adoption

Work Relationship
• Team work & management
• Stakeholder management
• Customer experience & joyful banking

DBS India - Culture & Behaviors
• DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are:
• Demonstrate Business Performance through PRIDE Value Based Propositions
• Ensure Customer Focus by Delighting Customers & Reduce Complaints
• Build Pride and Passion to Protect, Maintain and Enhance DBS' Reputation
• Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement
• Maintain the Highest Standards of Honesty and Integrity