AVP, Client Service Manager, Customer Centre Operations, Technology and Operations AVP, Client Service Manager, Customer Centre  …

DBS Bank Limited
in Singapore
Permanent, Full time
Last application, 26 Sep 21
DBS Bank Limited
in Singapore
Permanent, Full time
Last application, 26 Sep 21
AVP, Client Service Manager, Customer Centre Operations, Technology and 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.
About the role
This role serves as the bridge between Customer Centre and CBG business & support units, in supporting, enabling and delivering CBG-led customer journeys and experiences, while balancing the responsibility of ensuring Customer Centre's operational readiness in providing customer service support for these journeys/experiences.
  • Position DBS as Bank of Choice
    • Be the subject matter expert for customer servicing to CBG business and support units
    • Responsible for negotiating business requirements with CBG units, taking into account Customer Centre's operating model as well as various elements such as Risk, Resourcing and Technology, and recommend the best-suited solutions that would balance business needs with customer experience and employee journey needs
    • Ensure Customer Service Officers' readiness to provide service through timely communications and training
    • Establish appropriate call-to-action, process matrix, process workflows and maintaining/update Operations procedures to ensure a seamless customer servicing journey and efficient employee journey
    • Responsible for reporting the volume impact and feedback of business initiatives/processes to Management and working groups for iterations and improvements
  • Volume Demand Avoidance
    • Liaise closely with the various teams within Centre (Workforce Management / People Operations / Operations / Technology / Analytics / Risk) and demonstrate understanding of the impact that various initiatives have on customer interactions volumes
    • Be the point of contact for timely escalation of customer pain points and volume impact from existing initiatives/issues for relevant business, support and technology units to fix
    • Champion the Customer Centre's digital adoption strategy to move customers from analog to digital servicing channels
    • Ensure timely review of the Customer Centre's Delegation Of Authority (DOA), Power-To-Sign (PTS) and Process Workflow documents with relevant business and support units
  • Degree holder with minimum 5 years of experience in Customer Centre or banking product management
  • Inspiring individual with related experience in Customer Experience, Project Management, Process Improvement events and Change Management activities preferred
  • Structured team player, creative in problem solving while playing by the rules and able to manage concurrent projects at the same time
  • Excellent relationship building & management skills with strong customer and business focus
  • Meticulous and analytical to pre-empt all challenges before implementation
  • Excellent written and verbal communication skills
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.
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