Analyst, Service Relationship Manager , Treasures, Consumer Banking Group en DBS Bank

%3Cp%3E%3Cb%3EBusiness Function%3C/b%3E%3Cbr%3E%3Cbr%3EAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business %26ndash; they were made just right for you%3C/p%3E%3Cp%3E%3Cb%3EJob Purpose%3C/b%3E%3C/p%3E%3Cul%3E%3Cli%3EDifferentiated Customer Experiences %26ndash; Leading through Service%3C/li%3E%3C/ul%3E%3Cp%3E%3Cb%3EKey Accountabilities%3C/b%3E%3C/p%3E%3Cul%3E%3Cli%3EEmbed service culture for all customer touchpoints particularly complaint resolution and client communication.%3C/li%3E%3C/ul%3E%3Cp%3E%3Cb%3EJob Duties %26amp; responsibilities%3C/b%3E%3C/p%3E%3Cul%3E%3Cli%3EEnsure each client escalation is owned and closed within 24 hours. In case of exceeding 24 hours TAT, client is informed on a periodic basis by yourself on delay and resolution date.%3C/li%3E%3Cli%3EAdhering to the Service Management Principles: Increase client interactions and ensure that they are handled as per the RED Service standards %26ndash;%3C/li%3E%3Cli%3EMandatory 100% coverage and contact-ability of all clients under various service led campaigns in CRM%3C/li%3E%3Cli%3E100% mandatory coverage of all qualified Treasures every quarter%3C/li%3E%3Cli%3EEnsure 100% implementation of CBG Client Contact Management Policy%3C/li%3E%3Cli%3EEnsure 20 Unique clients are covered every month under CCM, and details updated in CRM or as per applicable target.%3C/li%3E%3C/ul%3E%3Cp%3E%3Cb%3ERequirements%3C/b%3E%3C/p%3E%3Cp%3EMinimum 6 to 8 years of front line client experience with a leading bank or financial institution.%3C/p%3E%3Cp%3E%3Cb%3EEducation / Preferred Qualifications%3C/b%3E%3C/p%3E%3Cul%3E%3Cli%3EGraduate/Postgraduate%3C/li%3E%3C/ul%3E%3Cp%3E%3Cb%3ECore Competencies%3C/b%3E%3C/p%3E%3Cul%3E%3Cli%3ETake 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-%3C/li%3E%3Cli%3EEmbed the service culture for all customer touchpoints particularly complaint resolution and client communication%3C/li%3E%3Cli%3ESupport the sales team to acquire 60% of the customers digitally %26ndash; IWealth, Pweb, etc.%3C/li%3E%3Cli%3EEnsure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately%3C/li%3E%3Cli%3EIncrease customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators%3C/li%3E%3Cli%3ESupport the CSOs (Client Service Officers) on daily BAU as per requirement%3C/li%3E%3Cli%3ECo-ordinate with support functions for ad-hoc banking related requirement received from clients%3C/li%3E%3Cli%3ECustomer service lobby management (client walk-ins) for mapped branches%3C/li%3E%3Cli%3EMaintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM%3C/li%3E%3Cli%3EAccount Opening and static data STP to be maintained at %26gt;80% or as per targets decided by Senior Management.%3C/li%3E%3Cli%3EResolution of 95% of branch requests and enquiry within stipulated TATs%3C/li%3E%3Cli%3EEnsure resolution of 100% complaints within 1 day%3C/li%3E%3C/ul%3E%3Cp%3E%3Cb%3ETechnical Competencies%3C/b%3E%3C/p%3E%3Cul%3E%3Cli%3EShould have knowledge on banking terminologies, branch banking processes, digital banking, UPI%3C/li%3E%3Cli%3EPreferred to have working experience on CRM applications%3C/li%3E%3Cli%3EShould be well versed with MS -Office applications like WORD, EXCEL, POWER POINT%3C/li%3E%3C/ul%3E%3Cp%3E%3Cb%3EWork Relationship%3C/b%3E%3C/p%3E%3Cul%3E%3Cli%3EComplete all pending risk reviews, CRM, AML, Re-KYC, EWSS %26amp; Surveillance alerts and ensuring no alerts remain over-due.%3C/li%3E%3Cli%3EEnsure on time calling for all I-Wealth leads%3C/li%3E%3Cli%3EEnsure TRE and Global Indian clients are given priority processing and attention%3C/li%3E%3Cli%3EEnsure timely closure of Deferrals taken within the stipulated timelines%3C/li%3E%3C/ul%3E%3Cp%3E%3Cb%3EDBS India - Culture %26amp; Behaviors%3C/b%3E%3C/p%3E%3Cul%3E%3Cli%3EPerformance through Value Based Propositions%3C/li%3E%3Cli%3EEnsure customer focus by delighting customers %26amp; reduce complaints%3C/li%3E%3Cli%3EBuild pride and passion to protect, maintain and enhance DBS%26rsquo; image and reputation%3C/li%3E%3Cli%3EEnhance knowledge base, build skill sets %26amp; develop competencies%3C/li%3E%3Cli%3EExecute at speed while maintaining error free operations%3C/li%3E%3Cli%3EMaintain the highest standards of honesty and integrity%3C/li%3E%3C/ul%3E%3Cp%3E%26nbsp;%3C/p%3E%3Cp%3E%26nbsp;%3C/p%3E Solicitar ahora