Treasures Service Head

1 month ago


Kolkata, West Bengal, India DBS Bank Full time

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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