VP| Complaints Lead

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.

Job Purpose:

This role is responsible for managing complaints received at the nodal desk across various channels. This role aids in supporting delivery channels of DBS to consistently implement and maintain quality service standards, ensure customer satisfaction, retention of DBS clientele & relationships, and grow the DBS reputation to be the best service provider in the market.

Key Accountability

· Overall Complaint Management for all Banking and third-party products

o Escalated mailbox

o CPGRAM, INGRAM, CMS and other complaint portals

o Banking Ombudsman complaints

o Overall knowhow and ownership for complaint management for the bank

· Root Cause Analysis and bifurcating the complaints into 4 P’s – Process / People / Platform / Product and work with the Journeys team to help improve processes & journeys

· Operational management on Complaints / defects at the Nodal desk and other avenues

Ageing analysis and working towards efficiencies within the system for TAT adherence

Job Duties and Responsibilities

· Develop and execute sales strategies through outbound voice channel.

· Work on the root cause analysis of the complaints received at the Nodal office, BU Head and India & Group CEO’s Office.

· To liaise with various support units / product managers for Root cause analysis for all complaints received

· Adoption of continuous improvement approach for Overall Complaint handling journey through process and digital enhancements

· Work closely with Branches (retail and Treasures) and digiService team to resolve customer complaints to the satisfaction of the customer.

· Ownership of Quarterly Standing Committee (QSC) meetings and preparation work for Customer Service & Stakeholders Relationship Committee (CSSRC) meetings on a quarterly basis

· Working with the Internal Ombudsman (IO) of the bank on the cases that are being rejected by the bank. Liaising with the IO to bring about improvements to the ways of working

· Track the closure of complaints within timelines

· Ensuring all the reporting (internal / external) is taken care of, in an accurate and timely manner.

Lead and ensure all the Internal Audit findings are taken care of and Management actions adhered to and implemented within timelines

Preferred Qualification and Experience: Graduate/MBA/

Core Competencies:

· Customer Service and customer centric orientation

· Should possess product & process knowhow

· Problem solving and diagnostic skills

· Very good analytical abilities to grasp the key points from complicated details

· Adept at interpersonal skills and collaborative ways of working with other teams

· Being structured, detail-oriented, consistent, and organized

· Being meticulous, observant and part of solution-oriented mindset

· Team management

Experience and Competencies:

· Stakeholder management

· Escalation Management

· Reporting Tools & Documentation

· Presentation Skills

· Root cause analysis

· Inter-departmental coordination

· Teamwork and collaboration

· Systems knowhow (CRM, Excel, Word, Power point