Associate, Treasures Service Manager, Consumer Banking Group

DBS Bank Ltd; New Delhi; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

DBS Bank Ltd in New Delhi is seeking a Customer Service Manager to oversee day-to-day operations of the customer service team in our Delhi location. You will ensure efficient service delivery and coach staff to meet KPI targets.

The role requires strong leadership, excellent communication, and the ability to collaborate with cross-functional teams to resolve complex issues. Prior banking/financial services experience and CRM system proficiency are preferred.

Qualifications

• Experience in a customer service management role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Proficient in CRM systems and data analysis tools.
• Ability to work in a fast-paced, dynamic environment.

Responsibilities

• Oversee and manage day-to-day operations of the customer service team.
• 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 customer service team.
• Collaborate with cross-functional teams to address customer concerns and resolve issues.
• Monitor and report on KPIs and metrics to measure team effectiveness.
• Ensure compliance with policies, procedures, and regulations.

Skills

Leadership

Communication

People management

Analytical thinking

Customer service

Tools

CRM systems

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