Deputy Head of Customer Relations

2 weeks ago


Singapore DBS Bank Limited Full time
Job Title: Deputy Head of Customer Relations

DBS Bank Limited is seeking a highly skilled and experienced Deputy Head of Customer Relations to join our team. This role is responsible for managing and developing the Customer Relations team to ensure a high standard of service is provided to both internal and external customers.

Key Responsibilities:
  • Oversee the day-to-day operation of the Customer Relations Team
  • Ensure RED service standards are embedded in all customer interactions
  • Ensure performance key targets, SLAs, and KPIs are achieved
  • Ensure all regulatory reporting is completed within timescales and guidelines
  • Identify root causes of complaints and opportunities to enhance customer experience
  • Directly report to the Head of Customer Relations
Requirements:
  • 5-8 years' experience managing telephony operations or online services
  • Experience managing complaints across a large customer base
  • Experience in managing senior management and regulators
  • Experience in Process Improvement Events
  • Experience in leading a team of managers
  • Good customer management skills
  • Strong leadership skills to manage and lead different individuals who deal with challenging situations
  • Positive, self-motivated, and meticulous individual with a clear and focused mind
  • Ability to identify and address unstated customer needs
  • Strong focus on customers and business
  • Excellent written and verbal communication skills

DBS Bank Limited offers a competitive salary and benefits package, as well as the opportunity to work in a dynamic environment that supports your development and recognizes your achievements.



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