Senior Associate, Embassy Service Relationship Manager @ DBS Bank

Key Accountabilities

• Embed service culture for all customer touchpoints particularly complaint resolution and client communication.

Job Duties responsibilities

• Providing service to Embassy accounts and diplomats.
• Closely working with Embassy RM s on day to day basis.

• Take ownership and be accountable for all customer service requests / issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
• Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
• Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
• Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
• Support the CSOs (Client Service Officers) on daily BAU as per requirement
• Co-ordinate with support functions for ad-hoc banking related requirement received from clients
• Customer service lobby management (client walk-ins) Diplomats and Embassy bearers
• Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM
• Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
• Resolution of all branch requests and enquiry within stipulated TATs

Required Experience

Minimum 6-7 years of front line client experience with a leading bank or financial institution.

Education / Preferred Qualifications

• Graduate/Postgraduate

Core Competencies

• Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
• Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
• Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
• Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
• Support the CSOs (Client Service Officers) on daily BAU as per requirement
• Co-ordinate with support functions for ad-hoc banking related requirement received from clients
• Customer service lobby management (client walk-ins) for Diplomat and Embassies
• Maintain and grow relationships with each Diplomat client by ensuring and establishing individual connect outside of CCM
• Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
• Resolution of 95% of branch requests and enquiry within stipulated TATs
• Ensure resolution of 100% complaints within 1 day

Technical Competencies

• Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI
• Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINT

Work Relationship

• Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS Surveillance alerts and ensuring no alerts remain over-due.
• Ensure all Embassy and Diplomat clients are given priority processing and attention
• Ensure timely closure of Deferrals taken within the stipulated timelines

DBS India - Culture Behaviors

Performance through Value Based Propositions
Ensure customer focus by delighting customers reduce complaints
Build pride and passion to protect, maintain and enhance DBS image and reputation
Enhance knowledge base, build skill sets develop competencies
Execute at speed while maintaining error free operations
Maintain the highest standards of honesty and integrity

Location:

Job:

Schedule:

Employee Status: