VP, 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