Client Experience & Operations Lead

DBS Bank

Singapore

On-site

SGD 90,000 - 150,000

Full time

9 days ago

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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.