Associate, Specialist, Contact Centre, Corporate Banking, Technology and Operations

DBS Bank

  • Chennai, Tamil Nadu
  • Permanent
  • Full-time
  • 15 days ago
Business FunctionGroup Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.Job PurposeAs a Senior team member, you will be in charge & responsible for outcomes of a team handling customer Service requests & complaints from customers on various products such as Trade Finance, Trade Services, Cross Border Remittances, Payments, Working Capital Loans, Fixed deposits to name a few including various periodical reporting & compliances.Key Accountabilities
  • Ensuring SLA on calls and email resolutions are met in a timely manner for customer requests and customer complaints.
  • Monitoring of queues and ensuring that customer requests & customer complaints are handled / processed on timely basis.
  • Ensuring staff training to ensure they are up to date on various products, process, systems to ensure effective customer query resolutions.
  • Ensuring CSAT (Customer Satisfaction scores) are
4.8 /5 * Ensure Quality reviews results are upto mark, audits are clean & reporting (Internal, external and regulatory reporting) are done on timely manner.
  • Team management.
Job Duties & responsibilities
  • Ensuring all the requisite steps are in place to meet the accountabilities mentioned above.
Required Experience
  • Around 10 years of related work experience
Education / Preferred Qualifications
  • Bachelor’s degree in commerce is preferred.
Core Competencies
  • Good understanding of various Corporate banking products ( as mentioned above )
  • Experience in investigating, identifying root cause and working with various teams to put in place preventive steps to avoid complaints.
  • Experience in identifying opportunities for digital adoption and converting repeat customer service requests to digital channels.
Technical Competencies
  • Knowledge of product life cycle & nuances of corporate banking products – like Trade Finance, Trade Services, Cross Border Remittances, Payments, Working Capital Loans, Fixed deposits.
  • Experience in working on Core banking Systems.
Work Relationship
  • Relationship teams, Branch, Central Operations teams, IBG COO, NDS, Regional teams
DBS India - Culture & Behaviors
  • DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are:
  • Demonstrate Business Performance through PRIDE Value Based Propositions
  • Ensure Customer Focus by Delighting Customers & Reduce Complaints
  • Build Pride and Passion to Protect, Maintain and Enhance DBS’ Reputation
  • Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement
  • Maintain the Highest Standards of Honesty and Integrity

DBS Bank