Analyst, Treasures Service Manager, Consumer Banking Group

DBS Bank; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

DBS Bank in Gurgaon seeks an experienced Customer Service Manager to lead the day-to-day operations, drive customer satisfaction, and mentor a high-performing team. You will guide service delivery, oversee processes, and ensure smooth collaboration with other departments.

The role requires strong leadership, CRM proficiency, and excellent communication skills to analyze feedback, implement improvements, and meet regulatory requirements in a fast-paced banking environment.

Qualifications

• Experience in a customer service management role, preferably in banking or financial services.
• 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.

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

Leadership

CRM proficiency

Communication

Analytical thinking

Coaching & mentoring

Education

Bachelor's degree in Business Administration or related field

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