Senior Associate/ AVP, Client Services Manager, Customer Centre, Regional C at DBS Bank

Singapore, Singapore, Singapore -

Full Time

Start Date

Immediate

Expiry Date

01 Sep, 26

Salary

0.0

Posted On

04 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analytics, Customer Service, Stakeholder Management, Process Improvement, Strategic Planning, Project Management, Problem Solving, Relationship Management, Cross-functional Collaboration, KPI Management, Communication Skills, Decision Making

Industry

Banking

Description

Role Overview As a Client Services Manager, you will be exposed to various business functions and key strategic initiatives across the organization, which will provide you with a comprehensive understanding of the company's operations, enabling you to drive impactful decisions and contribute to business growth, strategic cost management and customer satisfaction. Key responsibilities will include working closely with various stakeholders in cross-functional teams internally and externally to support key projects, streamline processes and identify opportunities for operational improvements to reduce interaction volume demand and enhance customer experience. Key Accountabilities & Responsibilities To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery. Strategic Objectives Support: Contribute to the planning, execution and tracking of strategic initiatives aimed at enhancing customer experience, improving operational efficiencies, and reducing interaction volume demand for Customer Centre. Collaborate with cross-functional teams to identify and drive initiatives that enhance both customer and employee experiences while ensuring alignment with overarching business objectives. Key Decision Makers in MTJ Squads as M1, accountable for the overall outcome of the squad's objective and goals to deepen Customer Engagement and deliver a superior customer experience by owning the levers and drivers that impacts the outcome. Data Analysis and Process Improvement: Analyse key performance metrics and customer insights to identify trends, challenges, and opportunities for improvement. Prepare detailed data analysis and presentations for informed decision-making, providing actionable recommendations for continuous improvements. Track the progress of initiatives against established objectives, ensuring alignment with business goals. Proactively suggest adjustments to optimize performance and achieve KPIs. Leadership & Management: Take the initiative in leading and coordinating cross-functional teams to execute key strategic projects. fostering collaboration among diverse departments to ensure alignment and successful results. Demonstrating strong decision-making and problem-solving skills in managing day-to-day operations. Ensure that team activities are aligned with broader organizational goals and contribute to long-term success. To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery. Requirements: Min 5 years of relevant experience in Customer Service in the Financial Services Industry Strong data analytics skills and experience required, Strong customer and business focus Meticulous and analytical to pre-empt all challenges before implementation Conceptual team player to be creative in problem solving while playing by the rules Excellent written and verbal communication skills Excellent relationship building & management skills Inspiring individual and strong team player Location: DBS Asia Hub Job: Digital 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

The role focuses on driving customer satisfaction and operational efficiency by leading strategic initiatives and streamlining processes within the Customer Centre. It involves analyzing performance metrics and collaborating with cross-functional teams to reduce interaction volume and enhance customer engagement.