AVP/ VP, Client Services Manager, Customer Service Hub (CSH), Group COO

DBS Bank; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

DBS Asia Hub in Singapore seeks an experienced leader for the Customer Centre, focusing on strategic initiatives to enhance customer experience and reduce interaction volume. You will collaborate with cross-functional teams and drive key initiatives to improve both customer and employee experiences, ensuring alignment with business objectives.

The role requires strong data analytics, exemplary communication, and leadership skills to manage strategic projects and budgets while delivering

Qualifications

• Min 5 years of experience in Customer Centre or financial industry.
• Experience in strategizing and implementation of use cases.
• Strong data analytics skills.
• Excellent written and verbal communication skills.
• Strong leadership and team management capabilities.

Responsibilities

• Contribute to planning, execution and tracking of strategic initiatives to enhance customer experience and reduce interaction volume.
• Collaborate with cross-functional teams to drive initiatives aligned with business objectives.
• Lead MTJ squads (M1) to deepen customer engagement and improve outcomes.
• Act as key liaison for incident management and resolution to minimize customer impact.
• Manage demand and budgeting for Customer Centre and review trends to improve cost management.
• Analyse key performance metrics and customer insights to identify trends and opportunities.
• Prepare data analyses and presentations for decision-making with actionable recommendations.
• Track progress of initiatives against objectives and adjust to hit KPIs.

Skills

Data analytics

Leadership

Strategic planning

Cross-functional collaboration

Communication

Job description

Objective:
To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality-of-service delivery.

Objective:
To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality-of-service delivery.
Job Responsibilities

• Contribute to the planning, execution and tracking of strategic initiatives aimed at enhancing customer experience, improving operational efficiencies, and reducing interaction volume demand for Customer Centre.
• Collaborate with cross-functional teams to identify and drive initiatives that enhance both customer and employee experiences while ensuring alignment with overarching business objectives.
• Key Decision Makers in MTJ Squads as M1, accountable for the overall outcome of the squad's objective and goals to deepen Customer Engagement and deliver a superior customer experience by owning the levers and drivers that impacts the outcome.
• Incident Management and Resolution: Act as a key rep to upscale and coordinate incidents and issues, swiftly minimizing customer impact and incorporating learnings into journey optimisation.
• Customer Centre Demand and Budget Management: Take charge, track and review overall Customer Centre demand and trends, and manage yearly budgeting to improve strategic cost management
• Data Analysis and Process Improvement:
• Analyse key performance metrics and customer insights to identify trends, challenges, and opportunities for improvement.
• Prepare detailed data analysis and presentations for informed decision-making, providing actionable recommendations for continuous improvements.
• Track the progress of initiatives against established objectives, ensuring alignment with business goals. Proactively suggest adjustments to optimize performance and achieve KPIs.

Leadership & Management:

• Take the initiative in leading and coordinating cross-functional teams to execute key strategic projects. fostering collaboration among diverse departments to ensure alignment and successful results.
• Demonstrating strong decision-making and problem-solving skills in managing day-to-day operations. Ensure that team activities are aligned with broader organizational goals and contribute to long-term success.
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality-of-service delivery

Requirements:

• Min 5 years of relevant experience in Customer Centre or financial industry
• Experience in strategizing and implementation of use cases.
• Strong customer and business focus
• Meticulous and analytical to pre-empt all challenges before implementation. Strong Data Analytics Skills are required.
• Conceptual team player to be creative in problem solving while playing by the rules
• Excellent written and verbal communication skills
• Excellent relationship building & management skills
• Inspiring individual and strong team player

Location:
DBS Asia Hub
Job:
Digital
Schedule:
Regular
Employee Status:
Full time