Senior Associate Client Service, Group COO

DBS Bank; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

DBS Bank’s Jakarta Head Office is seeking an Operations professional to lead a client service team delivering exceptional service to a diverse portfolio of clients.

You will develop and implement strategies to boost satisfaction and retention, oversee day-to-day operations, coach and develop staff, collaborate with cross-functional partners, analyze feedback to drive improvements, and foster a culture of continuous learning and operational excellence.

Qualifications

• Minimum 5 years of experience in a client-facing role, preferably in the financial services industry
• Proven track record of leading and managing a high-performing team
• Strong communication and interpersonal skills, with the ability to effectively interact with clients and stakeholders at all levels
• Excellent problem-solving and decision-making abilities, with a focus on delivering exceptional customer service
• Proficient in data analysis and reporting, with the ability to leverage insights to drive process improvements
• Adaptable and flexible, with the ability to thrive in a dynamic, fast-paced environment
• Commitment to continuous learning and professional development

Responsibilities

• Manage and lead a team of client service professionals to deliver exceptional customer service and support to a diverse portfolio of clients
• Develop and implement strategies to enhance client satisfaction, retention, and loyalty
• Oversee the day-to-day operations of the client service team, including task allocation, performance management, and team development
• Collaborate with cross-functional teams to ensure seamless service delivery and address client needs effectively
• Analyze client feedback, identify areas for improvement, and implement corrective actions to enhance the overall client experience
• Provide coaching and mentoring to team members to foster their professional growth and development
• Contribute to the development and implementation of process improvements and operational efficiencies

Skills

Client facing

Leadership

Communication

Data analysis

Problem-solving

Stakeholder management

Job description

Business Function

DBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).

Responsibilities

• Manage and lead a team of client service professionals to deliver exceptional customer service and support to a diverse portfolio of clients
• Develop and implement strategies to enhance client satisfaction, retention, and loyalty
• Oversee the day-to-day operations of the client service team, including task allocation, performance management, and team development
• Collaborate with cross-functional teams to ensure seamless service delivery and address client needs effectively
• Analyze client feedback, identify areas for improvement, and implement corrective actions to enhance the overall client experience
• Provide coaching and mentoring to team members to foster their professional growth and development
• Contribute to the development and implementation of process improvements and operational efficiencies

Requirements

• Minimum 5 years of experience in a client-facing role, preferably in the financial services industry
• Proven track record of leading and managing a high-performing team
• Strong communication and interpersonal skills, with the ability to effectively interact with clients and stakeholders at all levels
• Excellent problem-solving and decision-making abilities, with a focus on delivering exceptional customer service
• Proficient in data analysis and reporting, with the ability to leverage insights to drive process improvements
• Adaptable and flexible, with the ability to thrive in a dynamic, fast-paced environment
• Commitment to continuous learning and professional development

Location:

Jakarta Head Office

Job:

Operations

Schedule:

Regular

Employee Status:

Full time