"The elderly customer was pacing up and down the branch, as though searching for someone. Worried, I went over to check if she needed help.
It turned out she was looking for me. Without fuss or fanfare, she handed me a handmade beansprout pillow and told me in Mandarin that it was for the baby in my belly.
This happened more than 25 years ago, but moments like that stay with you. Together with countless everyday interactions with customers, it has shaped my 37-year career at DBS/POSB.
I started my journey in 1989 as a POSB girl at the Bukit Merah branch, and over the years, I’ve worked across seven different branches. Each one reflects the community it serves, with its own rhythm, habits and personalities.
Heartland branches like Bukit Merah, Toa Payoh, Tiong Bahru and Ang Mo Kio were filled with regulars who liked to start their day with us. At Collyer Quay, conversations often shifted to business needs. The faster pace sharpened how I supported customers handling more complex matters.
What remained constant across every branch was the privilege of being a small part of our customers’ lives.
When I became a Branch Manager at Tiong Bahru in 2014, I was clear about the kind of leader I wanted to be. Following the examples set by my previous managers, I too wanted to lead by example and take care of my team.
That meant intentionally being present on the branch floor during busier periods, especially during festive seasons like Chinese New Year. It also meant creating an environment where the team could feel supported. Small changes, like having lockers and an organised common area, helped the team start each day feeling settled and ready.
Today, I serve customers at the Plaza Singapura branch, and this is my first Chinese New Year here.
This year, the bank introduced prepacked notes to make things smoother for customers, while keeping a counter for those who prefer their notes counted in front of them. It’s a new approach that gives customers more choice, while keeping things more manageable for the team.
After all these years, I’ve learnt that small, thoughtful actions stay with people – whether it’s a colleague who feels supported, or a customer who feels seen. And that’s what I try to bring to my team and our customers, every day."
- Tan Bee Kuan, Branch Service Manager
