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
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