Job Description

Role Overview:

This role is responsible for supporting the Customer Centre in driving initiatives that prioritize both customer and employee satisfaction through the successful delivery of projects. In addition, the incumbent will play a crucial role in supporting the Head of Customer Experience by ensuring the implementation of robust quality control governance for project execution and management reporting

Key Responsibilities:

• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality
  of service delivery.
• Develop and execute a customer experience strategy: Drive customer satisfaction and business
  growth by defining, planning, and implementing strategies to enhance the overall customer
  journey.
• Lead and develop high-performing teams: Lead, mentor, and manage a multi-disciplinary team
  of Client Service Managers, Operations Development Managers, Knowledge Managers, Incident
  Response Managers, and Gen AI/Digital Adoption Specialists, ensuring team performance aligns
  with customer-centric goals.
• Champion a Digital-First servicing model: Collaborate with stakeholders to leverage Generative
  AI and optimize internal and external servicing platforms, delivering real-time solutions and a
  superior digital experience.
• Drive strategic decision-making in multi-functional teams: Serve as a key decision-maker (M1)
  in cross-functional MTJ squads, owning the accountability for achieving squad objectives and
  delivering exceptional customer engagement and experience.
• Enhance the customer journey and reduce service failures: Champion the SCM strategy to
  identify key areas of improvement and implement strategies to enhance the customer journey
  with a focus on reducing failure demand calls.
• Manage and optimize DBS customer self-service channels: Own and optimize the DBS Public
  Web Help & Support portal, maximizing content effectiveness through SEO and taxonomy
  enhancements to empower customer self-service
• Maintain and enhance internal knowledge resources: Manage and maintain the DBS internal
  knowledge base, ensuring high-quality, up-to-date, and easily searchable content for Customer
  Centre and Branch staff.
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising
  on quality of service delivery.

Requirements:

• Min 8 years or relevant customer service experience in Banking/ FI industry with relevant experience in leading teams and managing projects.
• Excellent written and verbal communication skills 
• Excellent relationship building & management skills 
• Ability to champion change/ innovation orientation 
• Strong planning and organising skills, with ability to take ownership of results 6. Good time management skills 
• Strong customer and business focus 
• Good teamwork and collaboration with excellent knowledge of project management process

Job Requirements