Associate, Treasures Service Manager, Consumer Banking Group

DBS Bank; Delhi; On-site; INR 1,800,000 - 2,500,000; Full time

Job summary

DBS Bank in New Delhi is seeking a Customer Service Manager to lead the day-to-day operations of the customer service team within a leading Asian bank. The role involves driving customer satisfaction, coaching staff, and ensuring compliance with regulations.

The ideal candidate has proven experience in banking customer service management, strong leadership and communication skills, and the ability to analyze feedback data to implement improvements.

Qualifications

• Experience in a customer service management role within banking/financial services.
• Strong leadership and people management skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills for interaction with customers and stakeholders.
• Analytical and problem-solving abilities to identify and implement improvements in customer experience.

Responsibilities

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

Skills

Customer service management

Leadership

Communication

Analytical skills

CRM software

Tools

CRM software

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

New Delhi

Job

Customer Service

Schedule

Regular

Employee Status

Full time