AVP, Senior Customer Relations Manager, Customer Centre, Group CSH, Group C at DBS Bank

Singapore, Singapore, Singapore -

Full Time

Start Date

Immediate

Expiry Date

17 Aug, 26

Salary

0.0

Posted On

19 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, Telephony Operations, Complaint Management, Process Improvement, Team Leadership, Stakeholder Reporting, KPI Management, SLA Management, Voice of Customer Analysis, Staffing and Scheduling, Written Communication, Verbal Communication

Industry

Banking

Description

Role Overview: This role is responsible for the management and development of the Customer Relations team in order to ensure a high standard of service is always provided to both internal and external customers. Key Responsibilities: Oversee the day-to-day operation of the Customer Relations Team Ensure RED service standards are embedded in all our customers’ interactions Ensure performance key targets, SLAs and KPIs are achieved Ensure all stakeholder reporting is within timescales and guidelines Identify root cause of complaints and opportunities to take proactive measures to enhance customer experience Identify VOC trend and make timely recommendation on staffing and scheduling to ensure the team is adequately staffed To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery. Direct reporting to Deputy Head of Customer Relations Supervisory relationship to 12 or less CRM. Requirements: Min 5 years’ experience managing telephony operations or online services Experience managing complaints across large customer base Experience in managing senior management and regulators Experience in Process Improvement Events Experience in leading a team of officers Core Competencies: Good customer management skills Strong leadership skills to manage and lead different individuals who deal with challenging situations every day Positive, self-motivated and meticulous individual who has a clear and focused mind when handling negative customer VOC Ability to identify and address unstated needs of customer Strong focus on customers and business Excellent written and verbal communication skills and ability to communicate with people of different groups and levels of management Ability to think for the customer and not accept status quo Strong people skills. Location: DBS Asia Hub Job: Customer Service Schedule: Regular Employee Status: Full time DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.

Responsibilities

Manage and develop the Customer Relations team to ensure high service standards and the achievement of KPIs and SLAs. Oversee day-to-day operations, identify root causes of complaints, and implement proactive measures to enhance customer experience.