SVP, Service Delivery Manager (Precious Metals Logistics / Gold Transportation), Global Financial Markets Operations (GFMO), Group COO

Role Purpose

The Service Delivery Manager will be responsible for overseeing the end-to-end delivery of gold transportation and logistics services across the bank’s precious metals business. This includes managing external service provider(s), ensuring secure, timely, and compliant physical movement of gold, and maintaining strong governance, risk controls, and service quality standards.

Key Responsibilities

Service Delivery & Operations Oversight

• Manage end-to-end gold logistics flows including:

  • Refinery → vault

  • Vault → client / counterparty

  • Inter-vault transfers (local and cross-border)

• Ensure timely execution of shipments in line with trade settlement timelines

• Monitor service levels (SLA) for transportation providers and ensure consistent delivery standards

• Oversee shipment documentation (e.g. transport orders, airway bills, delivery receipts)

Vendor & Stakeholder Management

• Act as the primary point of contact for logistics providers

• Manage vendor performance, conduct regular service reviews, and drive continuous improvement

• Coordinate closely with:

  • Front Office (traders / sales)

  • Operations (settlement, confirmations, billing, reconciliation)

  • Risk & Compliance

  • Finance

• Support contract management, including service scope, pricing, and insurance coverage

Risk Management & Control

• Ensure strong governance over gold movement, including:

  • Chain-of-custody controls

  • Dual control and authorization requirements

  • Reconciliation between physical movement and trade records

• Identify and mitigate key risks such as:

  • Delivery delays / failed settlements

  • Documentation discrepancies

  • Insurance gaps or liability exposure

• Support incident management, investigation, and reporting of operational risk events

Regulatory & Compliance Oversight

• Ensure adherence to relevant regulatory and internal policies (e.g. outsourcing guidelines, AML, sanctions, customs requirements)

• Maintain proper documentation and audit trails for all shipments

• Support audits, regulatory reviews, and internal control assessments

• Work with Operational Risk and Compliance teams to ensure appropriate classification and governance of logistics arrangements

Process Improvement & Transformation

• Drive process standardization and automation across gold logistics workflows

• Identify opportunities to reduce manual touchpoints and enhance straight-through processing

• Partner with technology and transformation teams to improve tracking, reporting, and exception management

Key Deliverables

• Timely and secure execution of all gold shipments

• Strong SLA adherence and vendor performance metrics

• Accurate and complete shipment documentation and audit trail

• Zero or minimal operational risk incidents related to gold transportation /logistic

• Continuous improvement initiatives implemented

Job Requirements

Experience

• 5–10 years of experience in:

  • Banking operations, treasury, or commodities

  • Precious metals, securities, or high-value logistics

• Prior experience managing external vendors or service providers is essential

• Experience in gold / bullion operations or physical asset logistics is highly preferred

Technical Knowledge

• Strong understanding of:

  • Precious metals lifecycle (trade to settlement to delivery)

  • Physical logistics and custody models

  • Risk and control frameworks in banking

• Familiarity with:

  • Cross-border shipment processes and customs requirements

  • Insurance coverage for high-value assets

  • Regulatory expectations (e.g. outsourcing, operational risk)

Skills & Competencies

• Strong stakeholder management and communication skills

• High attention to detail and risk awareness mindset

• Ability to operate under time-sensitive and high-value environments

• Analytical and problem-solving capability

• Proven ability to manage incidents and drive resolution

Preferred Attributes

• Experience working with global logistics providers (e.g. Brink’s, Malca-Amit)

• Exposure to precious metals trading desks or vault operations

• Experience in process transformation / digitalization initiatives

Reporting Line

• Reports to: Head of Operations / Precious Metals / Global Markets Operations

• Works closely with Front Office, Risk, Compliance, and external logistics providers

Success Profile

A successful candidate will be:

• Control-focused (understands risk of physical assets)

• Commercially aware (balances service, cost, and client experience)

• Operationally strong (ensures flawless execution under pressure)

• Collaborative (bridges front-to-back and external partners effectively)

Location:

DBS Asia Hub

Job:

Operations

Schedule:

Regular

Employee Status:

Full time