Treasures Service Head

2 months ago

kolkata, India DBS Bank Full time

Business Function


As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

Job Duties and Responsibilities:

End to End service-related process to be formulated & managed thru Cross Functional teams.

·Connect with the Contact Centre and Technology teams to help resolve tech related defects / issues.

·To work out RCA’s & incorporate changes in terms of product / platform / processes / people

·To resolve issues related to Debit card delivery for Retail clients and help incorporate journey changes for better experience.

·Coordinate with internal stakeholders to resolve offers related complaints and resolve it within stipulated time.

Drive initiatives around process improvements by working with various teams to bring about improved CSAT and Customer Loyalty in this segment. Align to the requirements of CSAT as part of the scorecard on a monthly basis Operationalize the processes around the Experience centers and get them to implementation including engagement activities and audit parameters. Create a Service Management Paper around Retail Accounts in terms of Standards of Service, Periodic Proactive Engagement with Large Corporates and lead the Service Initiatives across these organizations Steer Cross Functional Teams to Contact clients to get regular feedbacks across CLCM and share it with internal stakeholders to create superior customer experience. Analyze data on Salary leakage and work around Customer Win back.

Perform regular ATM and Marketing desk checks which is aligned to DBS standard.

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