AVP, Senior Customer Relations Manager, Customer Centre, Consumer Banking Group Operations

300005 Chief Executive's Office_00002555; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A prominent banking institution in Singapore is seeking an AVP, Senior Customer Relations Manager. This role involves managing escalations and complaints, improving customer experiences, and achieving team targets. The ideal candidate will have over 5 years of frontline customer service experience and excellent communication skills. The position requires a proactive approach to identify process improvements and maintain high service delivery standards. The work schedule is regular and full-time.

Qualifications

• Min 5 years of frontline customer service experience.
• Ability to communicate with people at all levels.
• Ability to adapt to changes in terms of product, process, and systems.

Responsibilities

• Manage customer escalations and complaints.
• Achieve individual/team goals and targets.
• Proactively identify opportunities to improve the customer experience.

Skills

Frontline customer service experience

Excellent written and verbal communication skills

Strong customer relations skills

Ability to empathize and understand customer perspective

Strong case resolution skills

Job description

Job Description - AVP, Senior Customer Relations Manager, Customer Centre, Consumer Banking Group Operations (WD71742)

Role Overview

• Manage customer escalations and complaints received by CEO Office, Senior Management, regulatory bodies such as MAS, ABS, FIDReC etc on service issues, identify opportunities and propose ideas/needs for process improvements and coaching
• Responsible for end to end management and the governance of customer service issues, including investigation, listening and understanding customer’s needs, proposing solutions/alternatives to customer issues, identifying process improvements or coaching needs and to lead and render guidance to customer relations managers and L2 escalation specialists.

Key Responsibilities

• To achieve individual/team goals and targets
• To adhere to professional standards of behaviour and conduct in dealing with internal and external customers
• To proactively identify opportunities to improve the customer experience
• To share areas of improvement with CSOs and TMs to address any gaps in service delivery.
• To share areas of improvement with product managers and technical/product governance team as part of continuous process/product improvement.
• To review the calls of customers with the CSOs to identify gaps.
• To be flexible in work deployment and projects when business needs arise
• To ensure usage of joyful yet professional language to create an approachable experience in social media platforms
• Serve as DBS's brand ambassador by demonstrating professionalism, strong knowledge on products and services, and optimizes every opportunity to exceed customer expectations with each response
• Collaborate with GSMC to streamline response to posts
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Requirements

• Min 5 years of frontline customer service experience.
• Ability to clearly understand customers’ needs and provide appropriate solutions accordingly
• Excellent written & verbal communication skills, ability to communicate with people of all levels
• Ability to communicate various changes in processes and promotions if any
• Ability to correspond to customers professionally
• Strong customer relations skills
• Ability to empathise and understand customer perspective
• Strong case resolution skills - ability to complete promised action/follow-up to ensure customer’s needs are addressed
• Collaborate with colleagues and work as part of a team
• Ability to adapt to changes in terms of product, process and systems

Job

Customer Service

Schedule

Regular

Employee Status

Full-time

Job Posting

Jan 14, 2025, 12:00:00 AM