VP, Customer Experience & Operational Excellence

Dbs Bank; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

DBS Bank Asia Central is seeking a Team Lead for Customer Experience to drive continuous improvement within the COO Office of the Consumer Banking Group in Singapore. You will ensure closed-loop VOC feedback and effective resolution of customer complaints, while leading strategic initiatives and regulatory-compliance efforts.

You will oversee improvement plans, inspire frontline teams through the DBS RED service standard, and provide domain expertise on strategic projects.

Qualifications

• 10-15 years of relevant consumer experience, customer insight and data analysis.
• Excellent communication and presentation skills. Able to synthesize information, connect dots to a strategic picture, and communicate complex topics clearly to different stakeholders.
• Successfully delivered journey improvement initiatives, VOC program design and implementation.
• Possesses strong critical thinking and problem-solving skills.
• Able to work effectively under pressure and has a strong sense of accountability and pro-activeness.
• Possesses growth mindset, open-mindedness, and resilience.
• Able to collaborate effectively with diverse stakeholders in a cross functional environment.

Responsibilities

• Drive Voice of Customer (VOC) closed-loop resolutions, ensuring effective issue resolution and implementation of action plans by Performance Cells/Chapters.
• Provide domain expertise to strategic initiatives and projects (e.g., Managing through Journeys (MtJ), and/or partner with business units to enhance customer experience through training and program design).
• Develop customer experience design and service benchmarking programs, to deliver best in class customer experience through all customer touchpoints
• Respond to and design for regulatory and audit requirements and findings
• Support cross-functional insight reviews and action-planning meetings with senior management and internal stakeholders (e.g., local, regional, or group CE management meetings)
• Strong people manager with success in increasing team performance.

Skills

People management

Stakeholder comms

Critical thinking

Problem solving

Cross-functional collab

Proactiveness

Resilience

Growth mindset

Job description

DBS Bank Asia Central is seeking a Team Lead for Customer Experience to drive continuous improvement within the COO Office of the Consumer Banking Group in Singapore. You will ensure closed-loop VOC feedback and effective resolution of customer complaints, while leading strategic initiatives and regulatory-compliance efforts.

You will oversee improvement plans, inspire frontline teams through the DBS RED service standard, and provide domain expertise on strategic projects.