Tri Aswirna Binte Jumahat (left)
Customer Service Officer (Wealth Specialist), Customer Centre
Xeno Chua Qi Guan (right)
Team Manager, Customer Centre
This year, DBS Bank was named the World’s Best Digital Bank at the prestigious Euromoney Awards for Excellence. The hotly contested award serves as global recognition for the bank’s digital innovation in every aspect of its business. In addition, DBS was recently named Best Employer in Singapore and in Asia Pacific by Aon Hewitt. This is due in large part to the bank’s commitment to building a digitally enabled workforce – one in which employees are empowered to drive the transformation of banking.
While self-service tools like iBanking, SMS Banking, and the DBS digibank app have made banking convenient for customers, they have also helped to streamline work processes for employees. In addition, automated systems at DBS eliminate the hassle of sending requests to different departments. As a result, customer service officers can focus on delivering service to customers by paying greater attention to queries and calls. “DBS constantly strives to make work flow and processes more seamless for employees. This significantly boosts our efficiency and productivity,” shares Xeno.
Another way DBS integrates digitalisation into the workplace is through the Glee R & Zapp mobile app. Zapp app allows DBS employees to track their schedule; Glee R app allows them to earn points to claim off days, vouchers and special rewards. To further engage and motivate DBS’s Customer Centre employees, these apps also allows them to bid for shifts with their accumulated points.
Jaimme Zheng Jiawen
Assistant Service Manager
Jaimme joined DBS as a Service Executive. Now into her fifth year at DBS, Jaimme had recently been promoted to Assistant Service Manager in DBS’s Hougang branch.
Jaimme attends to walk-in customers and handles over-the-counter transactions, including cash deposits and withdrawals. She also assists in customers’ enquiries and ensures that service delivery standards are met to achieve total customer satisfaction. While a frontline job can be challenging, Jaimme derives satisfaction from creating a joyful banking experience for every customer.
The multi-faceted DBS web portal enables customers to book appointments and make various applications online. “This reduces the need for branch employees to liaise with customers at multiple touchpoints. As much as customers can do away with physical form fillings, it also greatly reduces paperwork for employees,” says Jaimme.
As a people-focused organisation, DBS ensures the development of its employees at all stages. Apart from frequent training programmes, branch employees are afforded opportunities to advance their career aspirations. For Jaimme, she is grateful for the sponsorship from DBS to pursue a part-time business degree programme in UniSIM. She shares, “It isn’t easy juggling work and part-time studies, but I have my managers to thank for being so supportive. DBS values its people as much as its customers. The bank is truly deserving of the Best Employer award!”