Analyst, Treasures Service Manager, Consumer Banking Group

DBS; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

DBS Gurgaon is seeking an experienced Customer Service Manager to supervise the daily operations of a dynamic team within the Consumer Banking Group. The role focuses on delivering excellent customer service, driving loyalty, and achieving KPIs through coaching and strategic initiatives.

The ideal candidate will have strong leadership, communication, and analytical skills and be proficient with CRM systems to analyze customer feedback and improve service delivery.

Qualifications

• Experience in a customer service management role, preferably in banking or financial services.
• Strong leadership and people management skills; ability to motivate and develop a team.
• Excellent communication and interpersonal skills for interactions with customers and stakeholders.

Responsibilities

• Oversee and manage the day-to-day operations of the customer service team, ensuring efficient and effective service delivery to customers
• Develop and implement strategies to enhance customer satisfaction and loyalty
• Analyze customer feedback and data to identify areas for improvement and implement appropriate solutions
• Provide coaching, training, and support to the customer service team to enhance their skills and performance
• Collaborate with cross-functional teams to address customer concerns and resolve complex issues
• Monitor and report on KPIs and metrics to measure the team's effectiveness
• Ensure compliance with relevant policies, procedures, and regulations

Skills

Customer service management

Leadership

Communication skills

Analytical thinking

CRM systems

Data analysis tools

Tools

CRM software

Data analysis tools

Job description

Business Function As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business - they were made just right for you.

Responsibilities

• Oversee and manage the day-to-day operations of the customer service team, ensuring efficient and effective service delivery to customers
• Develop and implement strategies to enhance customer satisfaction and loyalty
• Analyze customer feedback and data to identify areas for improvement and implement appropriate solutions
• Provide coaching, training, and support to the customer service team to enhance their skills and performance
• Collaborate with cross-functional teams to address customer concerns and resolve complex issues
• Monitor and report on key performance indicators (KPIs) and metrics to measure the team's effectiveness
• Ensure compliance with relevant policies, procedures, and regulations

Key Requirements

• Experience in a customer service management role, preferably in the banking or financial services industry
• Strong leadership and people management skills, with the ability to motivate and develop a team
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and stakeholders
• Analytical and problem-solving skills, with the ability to identify and implement solutions to improve customer experience
• Proficient in using customer relationship management (CRM) systems and data analysis tools
• Ability to work in a fast-paced, dynamic environment and adapt to changing business needs

Location: Gurgaon

Job: Customer Service

Schedule: Regular

Employee Status: Full time

DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.