AVP/VP, Client Services Manager - Customer Service Hub

About the role

DBS is looking for an AVP/VP Client Services Manager for its Customer Service Hub (CSH) within the Group COO function. The role aims to consistently meet and exceed Customer Centre KPIs without compromising service quality. It is based at the DBS Asia Hub, full-time and regular schedule.

Key responsibilities

• Help plan, run and track strategic initiatives that improve customer experience, operational efficiency and reduce interaction volume at the Customer Centre.
• Work with cross-functional teams to drive initiatives that improve both customer and employee experience.
• Act as a key decision maker in MTJ squads (as M1), accountable for the squad's goals to deepen customer engagement and deliver a better customer experience.
• Escalate and coordinate incidents and issues, minimize customer impact and turn lessons learned into journey improvements.
• Track and review Customer Centre demand and trends, and manage yearly budgeting to support strategic cost management.
• Analyse performance metrics and customer insights, prepare data analyses and presentations, and recommend improvements.
• Lead and coordinate cross-functional teams on strategic projects and manage day-to-day operations.

Required profile

• Minimum 5 years of relevant experience in a Customer Centre or the financial industry.
• Experience designing and implementing use cases.
• Strong customer and business focus, meticulous and analytical.
• Excellent written and verbal communication, relationship-building and leadership skills.

Required skills

• Strong data analytics skills.
• Strategic thinking and problem-solving.