Assistant Vice President, Customer Experience Reporting Lead, Consumer Banking Group

DBS; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

DBS India is seeking a lead for the Customer Experience (CE) Reporting team to manage end-to-end CE reporting operations and deliver dashboards for business and regulatory stakeholders.

You will extract data, validate accuracy, and automate reports using Excel, SQL, Python, and Qlik Sense, while building SOPs and governance around reporting processes.

Qualifications

• Experience in MIS, reporting, analytics or data management with prior people management experience.
• Experience handling regulatory and management reporting is preferred.
• Bachelor’s Degree from a recognised university and MBA in analytics would be an added advantage.

Responsibilities

• Manage end-to-end customer experience reporting operations.
• Generate CE dashboards and performance reports for business and regulatory stakeholders.
• Extract data from source systems using defined fields and business logic.
• Validate reporting accuracy, completeness and timeliness.
• Develop and automate reports using Excel, SQL, Python, Qlik Sense and other tools where applicable.
• Create and maintain reporting SOPs, process maps and control documentation.
• Provide reporting walkthroughs and explain methodologies, logic and reported numbers to auditors and stakeholders.
• Partner with business, operations, technology and compliance teams.
• Monitor reporting risks and implement corrective actions.
• Support continuous improvement of CE metrics and reporting frameworks.

Education

Bachelor’s Degree

MBA in analytics domain

Tools

Excel

SQL

Python

Qlik Sense

Job description

Key Accountabilities

• Lead and manage the CE Reporting team responsible for CE dashboards and MIS.


• Ensure accurate and timely internal and regulatory reporting.


• Drive automation and reporting efficiency initiatives.


• Build reporting SOPs, controls and governance framework.


• Support internal and external audits through documentation and walkthroughs.

Job Duties & responsibilities

Manage end-to-end customer experience reporting operations.

• Generate CE dashboards and performance reports for business and regulatory stakeholders.


• Extract data from source systems using defined fields and business logic.


• Validate reporting accuracy, completeness and timeliness.


• Develop and automate reports using Excel, SQL, Python, Qlik Sense and other tools where applicable.


• Create and maintain reporting SOPs, process maps and control documentation.


• Provide reporting walkthroughs and explain methodologies, logic and reported numbers to auditors and stakeholders.


• Partner with business, operations, technology and compliance teams.


• Monitor reporting risks and implement corrective actions.


• Support continuous improvement of CE metrics and reporting frameworks.

Required Experience

Experience in MIS, reporting, analytics or data management, with prior people management experience. Experience handling regulatory and management reporting is preferred.

Education / Preferred Qualifications

Bachelor’s Degree from a recognised University and MBA in analytics domain would be an added advantage.

Core Competencies

Strong leadership, stakeholder management, analytical thinking, communication skills, attention to detail, governance mindset, and ability to work under tight timelines.

Technical Competencies

Advanced Microsoft Excel Strong reporting and dashboarding skills knowledge of SQL, Python and Qlik Sense preferred. Understanding of data extraction, data validation, automation, and reporting controls. Knowledge of customer servicing journeys and iServe reporting will be an added advantage.

Work Relationship

Interact with senior management, operations, technology, compliance, audit, risk, and regulatory stakeholders.

DBS India - Culture & Behaviors

Drive Performance Through Value Based Propositions Ensure Customer Focus by Delighting Customers & Reduce Complaints Build Pride and Passion to Protect, Maintain and Enhance DBS' Reputation Enhance Knowledge Base, Build Skill Sets & Develop Competencies Invest in Team Building & Motivation through Ideation & Innovation Execute at Speed While Maintaining Error Free Operations Develop a Passion for Performance to Grow Talent Pool Maintain the Highest Standards of Honesty and Integrity

Location

Regional Office Mumbai

Job

Customer Service

Schedule

Regular

Employee Status

Full time

About DBS

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.