September 18, 2024

DBS Bank

VP/ AVP, Deputy Head of Customer Relations, Customer Centre, Group Operations

Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
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.
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 regulatory 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
Directly reporting to Head of Customer Relations. You will have a working relationship with:
Head of Customer Centre
Business Units
Support Units
Client Services Managers
Operations including Operations Managers, Team Managers and Customer Service Officers
Workforce Management Team
Training Team
Assurance Specialist
Technology Team

Requirements

5-8 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 managers
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

Apply now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.