Treasures Service Head
6 days ago
Job Overview
As a Treasures Service Head, you will be responsible for providing superior and efficient service to our Wealth Management clients. Your primary focus will be on delivering exceptional customer experiences, ensuring timely resolution of queries and concerns, and fostering strong relationships with our clients.
Key Responsibilities
- Design and implement processes to enhance client satisfaction and reduce complaints
- Develop and monitor service scorecards and SLAs to ensure best-in-class service delivery
- Implement training programs for team members to improve customer service and contact management skills
- Manage end-to-end complaint resolution and perform root cause analysis to identify areas for improvement
- Collaborate with sales teams to develop marketing programs and ensure quality customer education
- Develop and coordinate training materials for all staff members
- Ensure compliance with Group Policy and Standards on Money Laundering Prevention and local regulatory requirements
Requirements
- Minimum 12-14 years of experience in banking, with a focus on client handling roles
- Graduate degree required
- Excellent client handling capabilities, liaising skills, and proactive approach to customer service
- Basic knowledge of banking and transactional expertise
- Ability to work with client experience teams, resolve client complaints, and escalate effectively
DBS India - Culture & Behaviors
- Performance through Value-Based Propositions
- Customer focus through delighting customers and reducing complaints
- Building pride and passion to protect, maintain, and enhance DBS' image and reputation
- Enhancing knowledge base, building skill sets, and developing competencies
- Executing at speed while maintaining error-free operations
- Maintaining the highest standards of honesty and integrity
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