Description

WHO WE ARE:
As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

We are looking for a strong candidate with banking operations experience, preferably with knowledge in customer onboarding, cards operations, operational risk, governance, controls, and process improvement.
The candidate will support Card Operations in strengthening the risk and governance framework, improving control effectiveness, enhancing process documentation, and ensuring operational readiness for new initiatives, regulatory requirements, audits, and system/process changes.
The role requires someone who is detail-oriented, proactive, analytical, and comfortable working across Operations, Business Units, Product, Compliance, Risk, IT, and other stakeholders.

Key Responsibilities
1. Risk & Governance Management

• Support the implementation and enhancement of the risk and governance framework within Card Operations with a focus on IT initiatives (E.g. Agentic AI, etc)
• Identify operational risks, control gaps, process weaknesses, and potential compliance issues across card operations processes.
• Review existing processes and controls to ensure alignment with internal policies, regulatory requirements, and operational risk standards.
• Support Risk and Control Self-Assessment (RCSA) activities, including risk identification, control testing, issue tracking, and action plan follow-up.
• Monitor and track risk events, operational incidents, control breaches, audit findings, and remediation actions.
• Assist in preparing risk updates, governance reports, issue logs, control dashboards, and management updates.
• Review onboarding workflows to identify gaps in data capture, verification, approval, fulfilment, and downstream processing.
• Support initiatives to improve onboarding controls, reduce rejection rates, improve straight-through processing, and enhance customer experience.

2. Process Review & Control Enhancement

• Perform end-to-end review of Card Operations processes to identify opportunities for stronger controls, better governance, and reduced manual intervention.
• Work with process owners to update and maintain Standard Operating Procedures (SOPs), process maps, checklists, and control documentation.
• Recommend control improvements to reduce operational risk, regulatory risk, processing errors, and customer impact.
• Support the standardisation of processes across teams where appropriate.
• Ensure key controls are embedded into daily operations and are practical for frontline execution.
• Track process changes and ensure proper governance approval, documentation, communication, and implementation.

Required Experience
Essential

• Prior experience in the banking or financial services industry.
• Experience in operations, risk management, governance, audit, compliance, process review, or control testing.
• Good understanding of operational risk, internal controls, issue management, and governance practices.
• Ability to review processes end-to-end and identify control gaps or improvement opportunities.
• Strong documentation and writing skills for SOPs, audit responses, management updates, and governance papers.
• Strong stakeholder management skills and ability to coordinate across multiple teams.

Preferred

• Experience in Card Operations, unsecured lending, credit card processing, customer onboarding, account/card fulfilment, or banking operations.
• Knowledge of onboarding processes, customer application journeys, KYC/CDD touchpoints, documentation requirements, and exception handling.
• Experience with RCSA, audit management, incident management, control testing, or operational risk reporting.
• Experience in process improvement, automation, straight-through processing, or workflow optimisation.
• Familiarity with banking systems, cards platforms, case management tools, or digital onboarding channels would be an advantage.

Key Skills & Competencies

• Good risk and control mindset.
• Strong attention to detail.
• Able to work independently and follow through on issues.
• Good judgement in balancing operational efficiency, customer experience, and risk control.
• Proficient in Microsoft Excel, PowerPoint, Word, and preferably data/reporting tools.

Candidate Profile
The ideal candidate should be someone who:

• Has solid banking operations experience and understands the importance of control, governance, audit readiness, and regulatory compliance.
• Can identify process gaps and propose practical improvements.
• Has exposure to onboarding processes or customer journey review.
• Is proactive, structured, and able to drive follow-up actions to closure.

Side Note:
This role is 100% Work in office, based at Tampines

What we offer:
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.