Treasures Service Head
1 month ago
Business Function
As the leading bank in Asia, DBS Consumer Banking Group is uniquely positioned to help our customers achieve their goals and aspirations. With a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, we provide tailored solutions to meet our customers' evolving needs.
Key Responsibilities:
- Develop and implement end-to-end service-related processes, collaborating with cross-functional teams to drive excellence.
- Work closely with the Contact Centre and Technology teams to resolve technical issues and defects.
- Conduct root cause analyses and implement changes to improve product, platform, process, and people.
- Resolve debit card delivery issues for retail clients and enhance the customer experience.
- Coordinate with internal stakeholders to resolve customer complaints and ensure timely resolution.
- Drive process improvements to enhance customer satisfaction and loyalty.
- Operationalize experience center processes, including engagement activities and audit parameters.
- Develop a service management paper on retail accounts, focusing on standards of service and proactive engagement with large corporates.
- Lead service initiatives across these organizations, analyzing data on salary leakage and customer win-back.
- Perform regular ATM and marketing desk checks, aligned to DBS standards.
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