Job Description

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

Responsibilities

ATM Monitoring & Service Availability

• Monitor the Self-Service Banking (SSB) ATM network to ensure hardware availability, cash service function availability, and overall service uptime.

• Identify, assess, and respond promptly to ATM service disruptions to minimize customer impact and maintain service availability.

Service Ticket Management & Field Engineer Coordination

• Monitor and manage all incoming ATM service tickets, ensuring timely assignment, attendance, and resolution by Field Engineers (FEs) in accordance with contractual obligations and Service Level Agreements (SLAs).

• Coordinate with Field Engineers to track progress and prioritize critical incidents.

• Ensure all service tickets are accurately updated and closed upon completion of the required work.

Escalation & SLA Management

• Proactively identify tickets or operational issues at risk of breaching agreed response or resolution SLAs.

• Escalate service risks, delays, and critical incidents to Team Leaders, Managers, and relevant stakeholders in a timely manner to facilitate prompt resolution and service recovery.

Customer Feedback & Issue Resolution

• Review and investigate customer feedback and complaints received through Branches, Contact Centre (CCTR), or other approved channels.

• Coordinate the dispatch of Field Engineers to inspect, troubleshoot, and restore affected ATMs.

• Ensure customer-reported issues are appropriately tracked, addressed, and escalated when required.

Operational Performance Monitoring & Reporting

• Review daily exception reports to identify service delivery risks, recurring issues, and performance gaps.

• Escalate SLA breaches, process non-compliance, operational errors, and service failures to the appropriate stakeholders, highlighting business impact.

• Track the implementation of agreed action plans to improve service quality and operational performance.

ATM Trip Scheduling

• Prepare and distribute the daily ATM trip schedule to support cash replenishment, maintenance, and service activities.

Requirements

• Support 24x7 (Typically a 12 hours shift) operations through rotational shifts, including weekdays, weekends, and public holidays.

• Undertake extended working hours when required to support operational exigencies or critical service incidents.

• Proficient in PC skills including Microsoft Office applications.

• Good knowledge on Help desk Service levels / KPIs such as 1st call resolution, response time etc.

• Ability to communicate effectively, calmly and patiently with both technical and non-technical stakeholders.

Location:

DBS Asia Hub

Job:

Operations

Schedule:

Regular

Employee Status:

Full time