Customer & Employee Experience, Institutional Banking Group- COO
1 month ago
Job Purpose:Map Process and Customer Journey to identify gaps and fix the same to improve Customer and Employee Journey
Key Accountabilities:Improve Customer Experience Survey ScoresImprove Employee Survey ScoresReduce TATsReduce ComplaintsReduce manhours
Job Duties & responsibilities:Required to implement Process Improvement initiatives that result in better customer and employee experience.
Customer Experience:Survey management - Voice of customerCX Culture buildingJourney Improvement
Employee Experience:Survey management - Voice of EmployeeProductivity ImprovementComplaints GovernanceDashboard and Trend Analysis
Required Experience:5-10 Years in Banking and have prior experience in process Improvement
Education / Preferred Qualifications:Post Graduation
Core Competencies:Process Understanding, Process mapping, Gap Identification, Competition Benchmarking, Stakeholder Management, Presentation Skills.
Technical Competencies:MS Office – Excel and Power Point skills, Data Analysis and dashboard creation capabilities
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 2.0 Value Based PropositionsEnsure Customer Focus by Delighting Customers & Reduce ComplaintsBuild Pride and Passion to Protect, Maintain and Enhance DBS’ ReputationEnhance Self Knowledge, Skills and develop Competencies aimed at continuous improvementMaintain the Highest Standards of Honesty and Integrity.
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