Job Description
Business Function
Group 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 Purpose
• To manage and resolve customer escalations/complaints to the satisfaction. To perform UAT, Live testing (LV) and testing of new product launch with no errors
• This list is not exhaustive and being a multitasking role, the staff may need to handle adhoc activities that may be needed from time to time
Key Accountabilities
• To ensure that the new product document is properly understood and there is no impact on customer journey
• To ensure proper execution of the UAT / Testing within the stipulated time frame
• To identify, document and ensure closure of the issues identified during the UAT phase
• Proper record keeping (MIS) of all the activities/task assigned
• Defect identified, should be timely escalated and tracked to closure
• Ensure customer escalation within scope are properly handled and resolved to customer satisfaction
• To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
• To proactively identify opportunities to improve the service performance
• Should exemplify and be aligned to DBS culture where the employees are expected to reflect PRIDE values – Purposeful, Relationship Led, Innovative, Decisive and all this with a lot of Fun
• To exemplify the values of DBS’ Asian Service – Respectful, Easy to Deal With and Dependable in their interactions with both internal and external stakeholders
• To be aligned to the DBS strategy of Joyful Banking - through Customer Journeys and Digital Banking reach
• To take accountability for KPIs such as Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing
Job Duties & Responsibilities
• Defect Management:
• To perform first level check for all the defect raised
• Defects to be raised to technical team in timely fashion, with proper categorization of the severity level
• Be part of the defect management call and take proper follow-up for all open items
• Provide sign off for the defect to be closed, post receipt of proper RCA and successful testing by the tech team
• Maintain MIS of all the defect raised
• UAT/Testing/LV:
• Understand the new product document and the wire frames
• Provide feedback for relevant ‘stage’ of customer journey, which may impact customer experience
• Perform UAT as per the test cases provided
• Ensure UAT is completed as per the agreed timelines
• Provide timely feedback and raise defects identified during the UAT
• All the defect raised during UAT, are tracked to the closure and ensure that re-test is done to check the fix
• UAT to be performed at 0% errors
• Testing of new product to be performed
• Co-ordinate with the support group involved in the new product testing
• Collate all the defects identified during the testing period
• Track the defects identified during testing to closure
• Active engagement in all the communication and call with relevant stakeholders
• Multi task with different UAT/Testing/LV
• Flexible to work at odd hours
• Perform livetesting (LV) as and when required and provide sign off for successful execution
• Complaint Management
• Investigate customer complaint and identify the reason
• Share your finding and identify control to be put in place for non-recurrence
• Ensure complaints are closed within 24 hours of receipt
• Co-ordinate with different teams and department for closure of the complaint
• Whenever required, call the customer and confirm closure of the complaint
• Miscellaneous Task
• Coordinate with immediate supervisor or other personnel as needed to resolve issues not of routine nature
• Gather information and examine forms, policies, and other records as provided by customer to make appropriate determination of resolution
• Forward suspected fraudulent and questionable Service Request to appropriate personnel
• Balance workload based on business needs between paperwork Responsible for meeting deadlines and requirements
• Build and maintain effective working relationships and support teamwork in meeting company goals
• Adhere to processes and guidelines in line with the defined governance standards
Experience
• Minimum of one year of experience in managing one project cycle, preferably in banking industry
• Experience in UAT & New Product testing
• Experience moving between multiple computer screens while entering data
• Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screen
• Bilingual a plus, preferably with knowledge of Hindi
Education / Preferred Qualifications
• A minimum an engineering graduate. Professional Certification/ Courses over and above this would be an added advantage
Core Competencies
• Good interpersonal and excellent communication skills (English mandatory)
• Good aptitude towards and fast adoption of new technology and digital lifestyle
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice
• Ability to type at least 50WPM with 0 errors
• Ability to multi-task (handling multiple projects, UAT, product testing)
• Ability to resource product information via tools that are provided to you
• Ability to independently research information via the internet
• Outstanding spelling, grammar, and communication skills
• Patient, calm and passionate in assisting customers
• Strong time management and decision making skills
• Adaptability and accountability
• Meticulous and resourceful
• Flexible to Working Hours Willing to work in rotational shifts
Technical Competencies
• Experienced in project management, performing test cases and UAT
• Prior Experience in App development/designing will be added advantage
• Proficient in typing accuracy, and speed
• Computing skills with knowledge in Microsoft Word, Excel is essential
Work Relationship
• Direct reporting to Team Manager
• Work with peers within team, Centre and from other support and Business Units
Primary Location
India-Tamil Nadu-Chennai
Job
Customer Service
Schedule
Regular
Job Type
Full-time
Job Posting
Oct 16, 2026, 10:14:02 AM
Group 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 Purpose
• To manage and resolve customer escalations/complaints to the satisfaction. To perform UAT, Live testing (LV) and testing of new product launch with no errors
• This list is not exhaustive and being a multitasking role, the staff may need to handle adhoc activities that may be needed from time to time
Key Accountabilities
• To ensure that the new product document is properly understood and there is no impact on customer journey
• To ensure proper execution of the UAT / Testing within the stipulated time frame
• To identify, document and ensure closure of the issues identified during the UAT phase
• Proper record keeping (MIS) of all the activities/task assigned
• Defect identified, should be timely escalated and tracked to closure
• Ensure customer escalation within scope are properly handled and resolved to customer satisfaction
• To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
• To proactively identify opportunities to improve the service performance
• Should exemplify and be aligned to DBS culture where the employees are expected to reflect PRIDE values – Purposeful, Relationship Led, Innovative, Decisive and all this with a lot of Fun
• To exemplify the values of DBS’ Asian Service – Respectful, Easy to Deal With and Dependable in their interactions with both internal and external stakeholders
• To be aligned to the DBS strategy of Joyful Banking - through Customer Journeys and Digital Banking reach
• To take accountability for KPIs such as Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing
Job Duties & Responsibilities
• Defect Management:
• To perform first level check for all the defect raised
• Defects to be raised to technical team in timely fashion, with proper categorization of the severity level
• Be part of the defect management call and take proper follow-up for all open items
• Provide sign off for the defect to be closed, post receipt of proper RCA and successful testing by the tech team
• Maintain MIS of all the defect raised
• UAT/Testing/LV:
• Understand the new product document and the wire frames
• Provide feedback for relevant ‘stage’ of customer journey, which may impact customer experience
• Perform UAT as per the test cases provided
• Ensure UAT is completed as per the agreed timelines
• Provide timely feedback and raise defects identified during the UAT
• All the defect raised during UAT, are tracked to the closure and ensure that re-test is done to check the fix
• UAT to be performed at 0% errors
• Testing of new product to be performed
• Co-ordinate with the support group involved in the new product testing
• Collate all the defects identified during the testing period
• Track the defects identified during testing to closure
• Active engagement in all the communication and call with relevant stakeholders
• Multi task with different UAT/Testing/LV
• Flexible to work at odd hours
• Perform livetesting (LV) as and when required and provide sign off for successful execution
• Complaint Management
• Investigate customer complaint and identify the reason
• Share your finding and identify control to be put in place for non-recurrence
• Ensure complaints are closed within 24 hours of receipt
• Co-ordinate with different teams and department for closure of the complaint
• Whenever required, call the customer and confirm closure of the complaint
• Miscellaneous Task
• Coordinate with immediate supervisor or other personnel as needed to resolve issues not of routine nature
• Gather information and examine forms, policies, and other records as provided by customer to make appropriate determination of resolution
• Forward suspected fraudulent and questionable Service Request to appropriate personnel
• Balance workload based on business needs between paperwork Responsible for meeting deadlines and requirements
• Build and maintain effective working relationships and support teamwork in meeting company goals
• Adhere to processes and guidelines in line with the defined governance standards
Experience
• Minimum of one year of experience in managing one project cycle, preferably in banking industry
• Experience in UAT & New Product testing
• Experience moving between multiple computer screens while entering data
• Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screen
• Bilingual a plus, preferably with knowledge of Hindi
Education / Preferred Qualifications
• A minimum an engineering graduate. Professional Certification/ Courses over and above this would be an added advantage
Core Competencies
• Good interpersonal and excellent communication skills (English mandatory)
• Good aptitude towards and fast adoption of new technology and digital lifestyle
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice
• Ability to type at least 50WPM with 0 errors
• Ability to multi-task (handling multiple projects, UAT, product testing)
• Ability to resource product information via tools that are provided to you
• Ability to independently research information via the internet
• Outstanding spelling, grammar, and communication skills
• Patient, calm and passionate in assisting customers
• Strong time management and decision making skills
• Adaptability and accountability
• Meticulous and resourceful
• Flexible to Working Hours Willing to work in rotational shifts
Technical Competencies
• Experienced in project management, performing test cases and UAT
• Prior Experience in App development/designing will be added advantage
• Proficient in typing accuracy, and speed
• Computing skills with knowledge in Microsoft Word, Excel is essential
Work Relationship
• Direct reporting to Team Manager
• Work with peers within team, Centre and from other support and Business Units
Primary Location
India-Tamil Nadu-Chennai
Job
Customer Service
Schedule
Regular
Job Type
Full-time
Job Posting
Oct 16, 2026, 10:14:02 AM
💡 Quick Summary
Seeking a career-building opportunity? The Analyst| Specialist| Contact Centre| Consumer Banking position is now open for candidates interested in the Bank Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
