SVP, Head of Controls and Governance for Regional Retail Branch Operations, Sales Advisory and Surveillance, Consumer Banking Group

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

Job Purpose

We are seeking a highly skilled and experienced professional to lead the governance framework and controls within retail branch operations across a regional network. This role will oversee the design, implementation, and maintenance of controls to mitigate risks, enhance operational efficiency, and ensure compliance with both internal policies and external regulations. Additionally, the incumbent will manage the governance of sales advisory and surveillance function to ensure sales practices are ethical, compliant, and aligned with company goals. Overall, the role will play a critical role in safeguarding operational integrity, mitigating risks, and ensuring a culture of transparency, ethical conduct, and continuous improvement.

Responsibilities

• Leadership & Strategy:

Lead the development and execution of comprehensive governance frameworks for both sales surveillance and branch operations within the retail banking environment. Ensure alignment with the bank’s overall strategy, regulatory requirements, and risk management policies.

• Sales Advisory and Governance:

Provide strategic guidance and advisory support to the regional retail sales team, ensuring that sales process, systems and practises are aligned with regulatory standards and company objectives.

• Sales Surveillance Governance:

Oversee the surveillance of retail banking sales activities to identify and mitigate risks, unethical sales practices, and non-compliance. Implement monitoring processes to ensure that sales teams adhere to internal policies, regulatory standards, and ethical practices.

• Branch Operations Controls:

Manage operational controls within retail bank branches to ensure compliance with established policies, procedures, and risk management frameworks. Monitor branch activities to mitigate operational risks, fraud, and inefficiencies.

• Risk & Compliance Management:

Collaborate with internal teams (e.g., Compliance, Risk, Internal Audit) to design, implement, and continuously enhance risk management strategies. Ensure that both sales and branch operations adhere to regulatory frameworks, such as AML, KYC, and other relevant industry regulations.

• Performance Monitoring & Reporting:

Define key performance indicators (KPIs) for both sales governance and branch operations, and regularly assess performance against these metrics. Provide senior leadership with comprehensive reports detailing compliance status, performance trends, risk assessments, and control effectiveness.

• Policy & Process Development:

Develop and review policies, procedures, and controls for both sales surveillance and branch operations. Ensure that all operational processes are optimized for efficiency, compliance, and risk mitigation.

• Continuous Improvement:

Stay updated on emerging regulatory changes, operational best practices, and technological advancements in sales surveillance and banking operations controls. Proactively identify opportunities for improvement in both sales governance and branch operations.

Requirements

• Bachelor’s degree in Business, Finance, Risk Management, Law, or related field.
• Minimum of 12-15 years of experience in retail banking, with expertise in both sales governance and branch operations. At least 3-5 years of experience in a leadership or management role, overseeing governance, risk management, or operations.
• Strong understanding of retail banking products, services, and branch sales and service processes, as well as in-depth knowledge regulatory frameworks and operational risk management.
• Proven experience designing and managing sales surveillance programs, operational controls, and governance frameworks across a retail banking network.
• Ability to manage cross-functional teams and work collaboratively with departments such as Compliance, Audit, Risk, Operations, and Legal.
• Strong analytical and problem-solving skills, with experience using data analytics tools to identify risks, inefficiencies, and trends in both sales and branch operations.
• Ability to thrive in a fast-paced environment and manage competing priorities effectively.