Assistant Vice President, Team Lead, Operations, Client Services, Corporate Banking, Technology and Operations

6 hours ago

Chennai, Tamil Nadu, India DBS Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose 

  • Purpose of this job is to own & be accountable for the Change the Bank role in Business care with key focus on Demand Management, Complaints reduction, automation & Improvement opportunities in the run the bank function. 

Requirements

As a Senior team member, you will be in charge & responsible for effectively managing and optimizing customer demand (Calls & emails – fulfillment & Complaints) at Business Care.  Towards this, you will

  • Work in tandem with the Run the bank activities & suggest areas of potential improvements, automation opportunities & complaints reduction.
  • Identify areas of demand from the customers, forecast ongoing & future demand, Resource Planning & Performance monitoring.
  • Suggest and engage with stakeholders in the bank towards possible solutions for eliminating or self-servicing such demand, Process improvements.
  • Own & drive implementation and roll out of change initiatives towards the outcome.
  • Track customer feedback & ensure high levels of Customer satisfaction with the changes rolled out.

Job Duties & Responsibilities 

  • Ensuring all the requisite steps are in place to meet the accountabilities mentioned above. 

Required Experience

  • Around 10-12 years of related work experience in managing customer fulfillment (emails and calls ) for Corporate customers.
  • Knowledge of Corporate banking products (mainly Trade, Remittance Product, Payments RTGS, NEFT etc., Loans, Term Deposits ) is a must.
  • Candidates with Experience in driving change management initiatives, medium size projects will be preferred. 

Education / Preferred Qualifications 

  • Bachelor's degree in commerce is preferred. 

Core Competencies 

  • Good understanding of various Corporate banking products ( as mentioned above )
  • Experience in investigating, identifying root cause and working with various teams to put in place preventive steps to avoid complaints.
  • Experience in identifying opportunities for digital adoption and converting repeat customer service requests to digital channels. 

Technical Competencies 

  • Knowledge of product life cycle & nuances of corporate banking products – like Trade Finance, Trade Services, Cross Border Remittances, Payments, Working Capital Loans, Fixed deposits.
  • Experience in working on Core banking Systems. 

Work Relationship 

  • Relationship teams, Branch, Central Operations teams, IBG COO, NDS, Regional teams

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