AVP, Senior Customer Relations Manager, Customer Centre, Consumer Banking Group

Role Overview:

• Manage customer escalations and complaints received by CEO Office, Senior Management, regulatory bodies such as MAS, ABS, FIDReC etc on service issues, identify opportunities and propose ideas/needs for process improvements and coaching.
• Responsible for end to end management and the governance of customer service issues, including investigation, listening and understanding customer's needs, proposing solutions/alternatives to customer issues, identifying process improvements or coaching needs and to lead and render guidance to customer relations managers and L2 escalations specialists.

Key Responsibilities:

• To achieve individual/team goals and targets.
• To adhere to professional standards of behaviour and conduct in dealing with internal and external customers.
• To proactively identify opportunities to improve the customer experience.
• To share areas of improvement with CSOs and TMs to address any gaps in service delivery.
• To share areas of improvement with product managers and technical/product governance team as part of continuous process/product improvement.
• To review the calls of customers with the CSOs to identify gaps.
• To be flexible in work deployment and projects when business needs arise.
• To ensure usage of joyful yet professional language to create an approachable experience in social media platforms.
• Serve as DBS's brand ambassador by demonstrating professionalism, strong knowledge on products and services, and optimize every opportunity to exceed customer expectations with each response.
• Collaborate with GSMC to streamline response to posts.
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Requirements:

• Min 5 years of frontline customer service experience.
• Ability to clearly understand customers' needs and provide appropriate solutions accordingly.
• Excellent written & verbal communication skills, ability to communicate with people of all levels.
• Ability to communicate various changes in processes and promotions if any.
• Ability to correspond to customers professionally.
• Strong customer relations skills.
• Ability to empathize and understand customer perspective.
• Strong case resolution skills - ability to complete promised action/follow-up to ensure customer's needs are addressed.
• Collaborate with colleagues and work as part of a team.
• Ability to adapt to changes in terms of product, process and systems.