"The process of getting customers to adopt a digital approach has actually had a positive impact on our relationship with them."
Janariah was originally a Senior Teller with ANZ Bank. When the bank was acquired by DBS in 2017, she was transferred to DBS Bank, where her manager nominated her for the Professional Conversion Programme (PCP) to be upskilled in customer service and familiarised with DBS product offerings.
The PCP is a structured training programme managed by the Institute of Banking & Finance (IBF) as part of Workforce Singapore's (WSG) Adapt and Grow Initiative. The programme aims to help mid-career Professional, Manager, Executive, or Technician (PMETs) in the financial services industry to upskill and gain greater confidence in their work.
In her previous role, Janariah's main responsibility was to handle cash transactions. But in her current role at DBS, the nature of her job has become much more complex and diversified. She now has to be well-versed in all manner of banking processes and products – including the opening of corporate accounts, which Janariah admits was the most challenging for her.
“If I hadn’t undergone this PCP, I feel like I would be more nervous and panicked about what to do when a customer comes to me with their problems.”