DBS Bank Ltd
AVP, Senior Customer Relations Manager, Customer Centre, Group CSH, Group COO
Be an Early Applicant
Lead and manage the Customer Relations team to ensure high service standards, meet KPIs/SLAs, handle complaints escalation and VOC analysis, recommend staffing/scheduling, report to stakeholders, and drive process improvements to enhance customer experience.
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 HubJob:
Customer ServiceSchedule:
RegularEmployee Status:
Full timeDBS Bank Ltd Singapore Office
Similar Jobs
Information Technology • Software • Financial Services • Big Data Analytics
Develop and deploy advanced machine learning models across asset classes, focusing on deep learning, sequence/time-series modeling, NLP/LLMs, pre-training, fine-tuning, and reinforcement learning. Design and optimize models for performance, scalability, and robustness to model price formation, market behavior, and risk while collaborating with researchers, engineers, and traders.
Top Skills:
Deep LearningFine-TuningJaxLarge Language ModelsNatural Language ProcessingPre-TrainingPythonPyTorchReinforcement LearningSequence ModelingTime-Series Modeling
Information Technology • Software • Financial Services • Big Data Analytics
Develop mathematical models and trading strategies, back test trading models, conduct research and statistical analysis for monetization systems.
Top Skills:
C++PythonR
Fintech • Mobile • Payments • Software • Financial Services
Drive product analytics for high-value customers executing complex transfers: analyze end-to-end funnels, define KPIs, extract growth insights, own metrics, collaborate across Product/Engineering/Operations, and translate data into actionable product improvements.
Top Skills:
AirflowAmplitudeDbtGitGoogle AnalyticsLookerMixpanelPythonRSQLSupersetTableau
What you need to know about the Singapore Tech Scene
The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.
