Head of SME Digital Business Banking

About the Role

We are seeking a strategic and results-driven leader to head our SME Digital Business Banking franchise. This role is responsible for driving the growth, profitability and customer experience of a large digitally managed SME portfolio through digital acquisition, portfolio management, service transformation and operating model innovation. The successful candidate will lead a multi-disciplinary organisation spanning customer acquisition, portfolio management, service excellence and transformation, while maintaining strong governance and regulatory standards.

Key Responsibilities

• Business Leadership & Strategy
  Define and execute the strategic roadmap for the SME Digital Business Banking business. Drive sustainable growth across deposits, transactions, acquisition, customer engagement and cross-sell opportunities. Manage the overall performance of the digital SME franchise and deliver business outcomes aligned with the bank's strategic objectives. Identify emerging market, customer and competitive trends and translate insights into actionable business initiatives.
• Digital Acquisition & Customer Growth
  Lead digital customer acquisition and onboarding programmes across digital channels. Optimise acquisition funnel performance, conversion rates and customer onboarding journeys. Drive adoption of digital banking solutions and improve customer engagement throughout the customer lifecycle. Partner with product, marketing and technology teams to deliver scalable growth initiatives.
• Portfolio Management
  Oversee a large digitally managed SME customer portfolio. Develop portfolio strategies to improve customer retention, deepen relationships and maximise customer lifetime value. Ensure appropriate customer coverage and service models across different customer segments. Drive service-to-sales opportunities through customer insights and relationship management.
• Customer Experience & Service Excellence
  Champion customer-centricity across all customer touchpoints. Lead initiatives to simplify customer journeys, improve service turnaround times and increase first-contact resolution. Drive continuous enhancement of customer servicing capabilities through automation, digitisation and workflow redesign. Act as senior escalation point for complex customer situations and reputation-sensitive matters.
• Operating Model Transformation
  Lead end-to-end transformation of servicing and operating models to improve organisational productivity and scalability. Drive enterprise-wide initiatives involving digital platforms, workflow automation, customer servicing tools and process optimisation. Partner with Operations, Technology, Compliance and Risk teams to implement sustainable transformation programmes. Deliver measurable improvements in customer experience, employee productivity and operating efficiency.
• Risk, Governance & Regulatory Management
  Ensure business activities comply with all regulatory, compliance and risk management requirements. Provide leadership oversight for customer due diligence, AML/KYC, operational risk and conduct risk matters. Manage business responses to regulatory changes and remediation programmes. Foster a strong culture of governance, accountability and risk awareness across the organisation.
• People Leadership
  Lead and develop high-performing teams across Digital Acquisition, Digital Portfolio Management and Business Transformation functions. Build organisational capability through talent development, succession planning and leadership coaching. Foster a collaborative, innovative and customer-focused culture. Drive employee engagement and create an environment that encourages ownership and continuous improvement.

Requirements

• Experience
  Solid experience in commercial banking, SME banking, business banking, digital banking or related financial services. Proven leadership experience managing large customer portfolios and sizeable teams. Strong track record in driving business growth, customer experience transformation and operating model change. Experience leading cross-functional initiatives involving product, operations, technology, risk and compliance stakeholders. Strong understanding of regulatory, AML/KYC and risk management requirements within banking.
• Skills & Competencies
  Strategic thinking and commercial acumen. Strong stakeholder management and influencing skills. Deep customer orientation and service mindset. Strong analytical and problem-solving capabilities. Experience leading large-scale transformation programmes. Excellent communication and executive presentation skills. Ability to balance growth, customer outcomes and risk management.

What Success Looks Like

The successful candidate will: Deliver consistent growth in the SME digital banking franchise. Build a best-in-class digital servicing and customer experience model. Drive meaningful productivity gains through transformation and automation. Strengthen customer engagement and loyalty. Develop a highly capable leadership team and future talent pipeline. Maintain strong governance and risk outcomes while achieving commercial objectives.

Location

The Center

Job: Relationship Management
Schedule: Regular Employee Status: Full time

DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.