Business Function As 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 they were made just right for you. Reports To: Head Client Experience Job Purpose: To provide the highest standard of service delivery experience through contact center channel encompassing inbound & outbound voice support, live chat, chatbot, email and social media platforms. The role would be an enabler and driver of the contact center team to deliver DBS RED Service standards and to steer sales through service channels. Key Accountability : To steer & drive DBS contact center across all product and customer segments to deliver best in class customer experience. To be a bridge between product, contact center and journey managers and build service delivery processes in alignment with joyful banking. Job Duties and Responsibilities:
• Lead contact center channel management, aligning and drive the team to deliver targeted service standards. Ownership of end to end service experience across all platforms handled by contact center by coordinating with Cross Functional teams.
• Monitor CE impacting metrics for voice, digital and pweb channels.
• Drive initiatives towards improving digital service adoption.
• Continuous discovery sessions to identify key VOCs and process gaps to reduce failure/ demand.
• Liaise with various stakeholders to roll out identified enhancements.
• Work along with customer science, analytics and product teams to finalize and monitor experiment iterations.
• Identify products and strategize to deliver sales through service via voice and chatbot channels basis AI/ML projects through analytics team.
• Design and streamline credit card servicing channel to meet required experience delivery.
• Adopting design thinking methodology to bring about an impact in customer journeys and drive initiatives around process improvements by working with various cross functional teams.
• Own and drive experience metrics like CSAT, contact rate, Repeat and Digital Adoption% and NPS.
Preferred Qualification and Experience: Graduate/MBA/P.G. with min 10-12 years of relevant customer lifecycle experience. Core Competencies:
• Customer Obsessed individual with a strong operational and process know-how
• Problem & Crisis Management skills to help address on field issues and pre-empt situations to ensure Best-in-Class Service Experience for Customers.
• Adept in managing escalations by taking care of customers and working internally to keep the stakeholders updated
• Strong interpersonal & collaborative skills.
• Good verbal and written communication skills
Experience and Competencies:
• Banking process knowledge
• Good understanding of contact center operations and service delivery metrics.
• Experience in performance improvement projects, process transition and good understanding of quality improvement tools will be preferred.