DBS has been at the forefront of digital transformation. The bank has been deploying artificial intelligence for over a decade, with more than 1,500 A.I models applied across over 370 use cases. These span across the bank, from risk management, operations to customer engagement, generating over SGD 750 million in economic value in 2024 alone.

This early foundation meant DBS was well-positioned to quickly pilot and scale the use of generative AI (Gen AI) as the technology advanced in recent years.

Building Career Resilience for the Future

To ensure its workforce is ready for the future, DBS has doubled down on its upskilling efforts to ensure that employees continue to stay relevant even as Gen AI reshapes operating models. It has identified more than 12,000 employees for upskilling or reskilling, and to date, nearly all have commenced their respective learning roadmaps, including on skills such as AI and data.

DBS’s upskilling programmes are anchored around four key curriculum pillars:

• Change Management – Preparing employees to embrace change, and equipping leaders to guide transformation.
• Soft Skills – Growth mindset, collaboration, problem-solving, and resilience.
• Technical Skills – Role-based training to deepen domain expertise.
• Generative AI Skills – A three-tiered curriculum tailored for all employees, practitioners, and leaders.

DBS is also partnering the Institute of Banking and Finance (IBF) to equip their employees with foundational AI and Gen AI skills essential for all finance professionals. This initiative ensures that employees can use AI tools effectively and responsibly. Some of the skills included are prompt design, AI principles, as well as governance and ethics. 

Developing Career Pathways in Technology

To support its technology teams in their career pathway, DBS has developed a dedicated technology career framework with six technical tracks. These tracks, benchmarked against the Infocomm Media Development Authority (IMDA) and global industry standards, provide clarity on skills, career progression, and development opportunities.

Complementing this is the technology certificate programme, which maps out role-based learning pathways and integrates industry-recognised certifications. This ensures employees gain relevant, validated skills to remain future-ready while supporting the bank’s innovation agenda.

Uplifting Workforce with Gen AI in Everyday Work

Today, DBS is leveraging Gen AI widely across the bank to reduce repetitive tasks, boost productivity, and enable deeper customer engagement. For employees, this has translated into more bandwidth for high-value work and access to powerful new tools that build career resilience.

Among the AI tools that are available to their employees are iGrow, an AI-powered personalised platform to help employees explore and access a wide range of education, exposure, and experience opportunities for individual growth and iCoach, a Gen AI-powered coaching tool developed with executive coach Marshall Goldsmith, giving all employees access to personalised career advice.

By democratising access to knowledge and coaching, DBS is empowering employees to take charge of their own learning and career journeys

The bank also provides reskilling opportunities for employees in other segments. One example is Rosepriya Chidambaram.   A former call centre employee, she successfully transitioned into the role of Relationship Manager (RM) for small and medium-size enterprises (SMEs) through a combination of on-the-job training and mentorship support. In her new role, she has acquired a wide range of skills, including product advisory, client onboarding, and risk management, which have strengthened her career resilience. She also leverages Gen AI in her daily tasks from drafting email communications to accessing bank process knowledge which has boosted her productivity and enabled her to devote more time to delivering high quality service and deepening client relationships.

Preparing for What Comes Next

Looking ahead, DBS’s commitment is clear: to continuously invest in its people so they remain resilient, adaptable, and future-ready in an AI-driven world.

By combining scalable Gen AI applications, structured upskilling, and accessible learning tools, DBS is creating a workforce that can thrive in the face of change — and in doing so, strengthening the bank’s ability to serve its customers in new and better ways.

Ms Lee Yan Hong, Managing Director and Head, Group Human Resources, DBS Bank, and an IBF Distinguished Fellow in Human Resources, said in a recent interview, “We believe that investing in our people — through the Triple E framework: Education, Exposure and Experience — is key to building a resilient and empowered workforce. We are inspired to continue this journey and contribute to shaping a future where every employee thrives.” 

Pivoting from Customer Service to Corporate Relations

Rosepriya Chidambaram reskilled and transitioned from a call centre role to SME Relationship Manager at DBS. Drawing on transferable skills such as analytical thinking, problem-solving, adaptability, and relationship management from her previous roles, she now manages corporate clients, identifies opportunities, and ensures timely service. Rosepriya also leverages Gen AI to draft client communications and access bank process knowledge, saving her hours of routine work which is now offloaded, allowing her to cultivate deeper relationships with customers and providing higher quality service.