About The Role

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business - they were made just right for you.

Responsibilities

Oversee and manage the day-to-day operations of the customer service team, ensuring efficient and effective service delivery to customers
Develop and implement strategies to enhance customer satisfaction and loyalty
Analyze customer feedback and data to identify areas for improvement and implement appropriate solutions
Provide coaching, training, and support to the customer service team to enhance their skills and performance
Collaborate with cross-functional teams to address customer concerns and resolve complex issues
Monitor and report on key performance indicators (KPIs) and metrics to measure the team's effectiveness
Ensure compliance with relevant policies, procedures, and regulations

Key Requirements

Experience in a customer service management role, preferably in the banking or financial services industry
Strong leadership and people management skills, with the ability to motivate and develop a team
Excellent communication and interpersonal skills, with the ability to interact effectively with customers and stakeholders
Analytical and problem-solving skills, with the ability to identify and implement solutions to improve customer experience
Proficient in using customer relationship management (CRM) systems and data analysis tools
Ability to work in a fast-paced, dynamic environment and adapt to changing business needs