DBS halves waiting time for clients at new HQ branch

DBS halves waiting time for clients at new HQ branch

CUSTOMERS at DBS Bank's new flagship branch in the Marina Bay Financial Centre will find their waiting time for banking services shaved by half, thanks to technology.

Those who stop by at this headquarters outlet, inaugurated yesterday, will be required to complete electronic forms at an eForms counter ahead of consultations.

Depending on the services they seek, they will either be directed to quick- serve counters for short transactions such as the replacement of ATM cards and iBanking tokens, or to consultation pods for more complicated transactions.

Senior vice-president and head of DBS Franchise Koh Cheng Hwee said: "Transactions at quick- serve counters should be finished in 10 to 15 minutes; multiple-service requests can be served in the consultation pods, which are designed to service all banking requests."

Each pod is also equipped with a Teller-Assist Unit, which eliminates the need to count and sort the cash from the transaction, be it a deposit or a withdrawal. This halves the typical five minutes taken for deposits and withdrawals.

DBS has also introduced at its flagship branch the cash bag deposit machine, at which clients from small- and medium-sized enterprises (SMEs) can drop off cash bags without joining the main queues.

Jeremy Soo, managing director and DBS's head of consumer banking here, said innovations like these can be implemented in the banks' other branches. The Teller-Assist Unit, for example, would be useful in high-traffic branches, he said.

DBS's new headquarters, called DBS Asia Central, also houses the centres of DBS Treasures, DBS Private Banking and the first DBS Treasures Private Client.

Operations are consolidated there as well: More than 4,800 of the bank's employees from departments such as consumer banking, institutional banking, treasury and markets and wealth management have been brought under one roof in the 600,000 sq ft premises.

The bank's technology, operations and other support units moved to DBS Asia Hub in the Changi Business Park in 2010.

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