Vice President Client Services Manager

DBS Bank Limited; Singapore; On-site; SGD 77,000 - 104,000; Full time

Job summary

A leading financial institution in Singapore seeks a Client Services Manager to enhance client relationships and ensure satisfaction. The ideal candidate will have 5-8 years in banking, with strong problem-solving and communication skills. Responsibilities include managing service delivery and liaising with multiple departments to address client needs effectively. A degree in Banking & Finance is preferred. This position demands excellent interpersonal skills and technical proficiency with CRM systems.

Qualifications

• Minimum 5-8 years of experience in banking.
• Some experience in Operations or a relevant business.
• Relevant professional or industry qualifications are preferred.

Responsibilities

• Build and maintain strong relationships with Relationship Managers.
• Ensure clients receive bespoke services to their satisfaction.
• Track and analyze metrics for client service operations.
• Collaborate with other departments to meet client needs.
• Address client concerns and liaise with stakeholders.

Skills

Excellent communication skills

Customer service mindset

Problem-solving ability

Strong interpersonal skills

Leadership skills

Organizational skills

Analytical skills

Technical proficiency with CRM

Education

Good university degree in Banking & Finance

Tools

CRM systems

Job description

Job Purpose:

The Client Services Manager is an individual contributor responsible for maintaining and strengthening client service, ensuring client satisfaction, and coordinating service delivery for bespoke requirements. They will act as a point of contact for Relationship Managers and Assistant Relationship Managers on Operations related inquiries, address their concerns, and work with the internal teams including but not limited to Wealth Management Operations to meet client needs.

Qualities:

• Communication: Excellent verbal and written communication skills are crucial for interacting with clients and internal teams.
• Customer Service: A strong customer‑centric mindset and a passion for providing excellent service.
• Problem‑Solving: The ability to identify and resolve issues effectively and efficiently.
• Interpersonal Skills: Strong ability to build rapport and maintain positive relationships with clients.
• Leadership: Ability to motivate and guide a team (if applicable).
• Organizational Skills: Effective time management and prioritization skills to manage multiple client accounts and tasks.
• Analytical Skills: Ability to analyse data and metrics to assess the effectiveness of client service operations.
• Technical Proficiency: Familiarity with relevant software and tools, such as CRM systems.

Preferred:

• Subject Matter Expertise: Preferred experience and knowledge across Private Banking Products.

Job Duties & Responsibilities:

• Client Service Deliver Management: Building and maintaining strong, positive relationships with RMs/ARMs, acting as a primary point of contact on behalf of WMO.
• Service Delivery Oversight: Ensuring clients receive the bespoke services required within a reasonable SL and to their satisfaction.
• Performance Reporting: Tracking and analyzing key metrics to evaluate the effectiveness of client service operations.
• Collaboration: Working with other relevant departments, not limited to Group Tax (Finance), PPS, LCS and KYC, to ensure a coordinated approach to client needs.
• Issue Liaison: Facilitate the addressing of client concerns, complaints, and feedback, and liaise with key stakeholders to resolve any issues promptly and effectively.

Required Experience

Minimum 5-8 years of experience in banking and some experience in Operations or a relevant business.

Education / Preferred Qualifications

A good university degree, preferably with Banking & Finance major, with relevant professional / industry qualifications

Core Competencies

• Excellent understanding of Private Banking and Wealth Operations
• Strong stakeholder management skills.
• Good communication & presentation skills (verbal & written).

Work Relationship

• Work Closely with PBTPC BU in SG and in HK
• Group Tax (Finance)
• Legal and Compliance
• PB COO Office