Service Delivery Manager

4 weeks ago


Hyderabad, Telangana, 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 comprehensive range of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, we provide tailored financial solutions to meet the diverse needs of our customers.

Job Purpose

The primary responsibility of this role is to provide exceptional service and support to our Wealth Management clients, ensuring a seamless and efficient experience. This involves designing and implementing processes to minimize handoffs, establishing sales audit processes to prevent mis-selling, and developing management information systems to track key performance indicators.

Key Accountabilities


• Develop and implement process improvements to enhance service delivery
• Establish robust indicators to track service delivery and quality
• Design and implement training programs for team members to enhance their skills and knowledge
• Collaborate with sales teams to ensure quality customer education and onboarding processes
• Manage and track end-to-end complaint resolution and root cause analysis

Job Duties & Responsibilities


• Develop and monitor service scorecards for the branch
• Establish and maintain strong relationships with support units to ensure seamless service delivery
• Implement customer satisfaction surveys to measure and improve service quality
• Develop and implement training programs for team members on customer service and contact management
• Manage and track key performance indicators to ensure service excellence



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