Analyst, Grievance Redressal Officer, Consumer Banking Group

DBS Bank Ltd; Hinoba-an; On-site; PHP 397,000 - 595,000; Full time

Job summary

DBS is seeking a Senior Complaint Handling Officer to manage escalated customer grievances, ensuring timely resolutions and high-quality outcomes. The role emphasizes proactive communication, stakeholder collaboration, and adherence to SLAs in a dynamic banking environment.

Key skills include complaint handling, escalation management, Excel, and data visualization tools such as Tableau/Power BI, with a focus on metrics like CSAT and FCR.

Qualifications

• Minimum 3-5 years of experience in handling customer complaints or escalations in banking/financial services.
• A graduate degree is required; professional certifications are a plus.

Responsibilities

• Oversee and manage escalated complaints via multiple channels, including banking portals and Ombudsman processes.
• Ensure resolutions adhere to SLAs and maintain professional conduct in all interactions.
• Collaborate with CE and internal teams to drive service improvements and root-cause analysis.

Skills

Complaint handling

Escalations

Customer service

Excel

Power BI

Tableau

English

Education

Bachelor's degree

Tools

Tableau

Power BI

MS Excel

Job description

About DBS:

As Asia's leading bank, DBS is committed to helping our customers achieve their financial aspirations. Our Consumer Banking Group offers a comprehensive suite of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, designed to meet customer needs at every life stage. We pride ourselves on delivering exceptional financial solutions tailored to our customers.

The Opportunity:

We are seeking a highly motivated and experienced Senior Complaint Handling Officer to join our team. In this critical role, you will be responsible for managing and resolving customer escalations and grievances, ensuring a timely and high-quality resolution process. This position requires a proactive individual with strong communication skills and a deep understanding of banking and credit card products.

Key Responsibilities:

Complaint Management: Oversee and manage all escalated complaints received through various channels, including Nodal and Presidential escalations, CPGRAM, INGRAM, CMS, and other complaint portals. This includes comprehensive handling of Banking Ombudsman complaints. Resolution and Adherence: Facilitate complaint resolution within defined Service Level Agreements (SLAs), ensuring adherence to professional standards of behavior and conduct in all interactions with customers and colleagues. Service Improvement: Proactively identify opportunities to enhance service performance and contribute to overall complaint management strategies for the bank. Stakeholder Collaboration: Provide appropriate responses based on the inquiry type within stipulated response times and elevate to internal stakeholders as necessary for resolution or official communication. Collaborate effectively with the Customer Experience (CE) team and other internal stakeholders to drive continuous improvement in processes, products, and services based on complaint insights.

DBS Culture & Values:

Exemplify DBS's PRIDE values (Purposeful, Relationship Led, Innovative, Decisive, with Fun) and Asian Service principles (Respectful, Easy to Deal With, Dependable). Align with the DBS strategy of Joyful Banking through customer journeys and digital banking initiatives.

Performance Accountability:

Take ownership of key performance indicators (KPIs) such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), individual productivity, and quality processing. Problem Solving: Collaborate effectively with multiple stakeholders to provide solutions to clients and conduct thorough Root Cause Analysis (RCA) to identify and address systemic issues and prevent recurrence. Data Analysis: Conduct analysis of complaint data to identify root causes and emerging trends, contributing to reports and insights on overall complaint inflows and resolution effectiveness.

Required Experience and Qualifications:

Experience: Minimum of 3-5 years of experience in handling customer complaints or escalations, specifically within a banking or financial services environment. Education: A minimum of a graduate degree is required. Professional certifications or courses are an added advantage.

Core Competencies:

Communication: Excellent interpersonal and communication skills (English mandatory), both verbal and written. Ability to type at least 50 WPM with 0 errors. Outstanding spelling and grammar. Customer Focus: Exceptional customer service skills, active listening, and a professional phone demeanor. Patient, calm, and passionate about assisting customers. Problem-Solving & Adaptability: Strong time management and decision-making skills. Meticulous, observant, solution-oriented, and adaptable to a fast-paced, high-volume environment. Technical Aptitude: Good aptitude for and fast adoption of new technology and digital lifestyles. Ability to multi-task (e.g., handling 3 chats concurrently). Proficiency in computing skills, including Microsoft Word and Excel. Stakeholder Management: Proven ability to manage relationships with various stakeholders. Work Ethic: Flexible to working hours, including rotational shifts. Ability to work under pressure. Research Skills: Ability to independently research information via tools and the internet. Technical Competencies: Knowledge of Reputational Risk Management & Internal Control Guidelines. Experience with Microsoft tools, data visualization tools (e.g., Tableau, Power BI), AI tools is desirable for understanding complaint trends. Work Relationship: Ability to communicate effectively upwards with superiors regarding ideas, issues, guidance, and direction. Proactive in taking initiatives and demonstrating independence. Build strong working relationships with the CE team and other internal departments, collaborating effectively to drive customer-centric outcomes.

DBS India - Culture & Behaviors:

We encourage our employees to: Drive performance through value-based propositions. Ensure customer focus by delighting customers and reducing complaints. Build pride and passion to protect, maintain, and enhance DBS’s reputation. Enhance knowledge base, build skill sets, and develop competencies. Invest in team building and motivation through ideation and innovation. Execute at speed while maintaining error-free operations. Develop a passion for performance to grow the talent pool. Maintain the highest standards of honesty and integrity.

Location:

Regional Office Mumbai

Job:

Customer Service

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.