Associate, Specialist, Contact Centre, Corporate Banking, Technology

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.

Job Purpose

As a Senior team member, you will be in charge & responsible for outcomes of a team handling customer Service requests & complaints from customers on various products such as Trade Finance, Trade Services, Cross Border Remittances, Payments, Working Capital Loans, Fixed deposits to name a few including various periodical reporting & compliances.

Key Accountabilities

Ensuring SLA on calls and email resolutions are met in a timely manner for customer requests and customer complaints.

Monitoring of queues and ensuring that customer requests & customer complaints are handled / processed on timely basis.

Ensuring staff training to ensure they are up to date on various products, process, systems to ensure effective customer query resolutions.

Ensuring CSAT (Customer Satisfaction scores) are > 4.8 /5

Ensure Quality reviews results are upto mark, audits are clean & reporting (Internal, external and regulatory reporting) are done on timely manner.

Team management.

Job Duties & responsibilities

Ensuring all the requisite steps are in place to meet the accountabilities mentioned above.

Required Experience

Around 10 years of related work experience

Education / Preferred Qualifications

Bachelor’s degree in commerce is preferred.

Core Competencies

Good understanding of various Corporate banking products ( as mentioned above )

Experience in investigating, identifying root cause and working with various teams to put in place preventive steps to avoid complaints.

Experience in identifying opportunities for digital adoption and converting repeat customer service requests to digital channels.

Technical Competencies

Knowledge of product life cycle & nuances of corporate banking products – like Trade Finance, Trade Services, Cross Border Remittances, Payments, Working Capital Loans, Fixed deposits.

Experience in working on Core banking Systems.

Work Relationship

Relationship teams, Branch, Central Operations teams, IBG COO, NDS, Regional teams

DBS India - Culture & Behaviors

DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are:

Demonstrate Business Performance through PRIDE Value Based Propositions

Ensure Customer Focus by Delighting Customers & Reduce Complaints

Build Pride and Passion to Protect, Maintain and Enhance DBS’ Reputation

Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement

Maintain the Highest Standards of Honesty and Integrity

Schedule: Full-time

Travel: