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VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO Overview Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures. Responsible for end-to-end management and governance of customer service issues, including investigation, listening and understanding customer's needs, proposing solutions/alternatives to customer issues, identifying process improvements or coaching needs, and providing guidance to customer relations managers and L2 escalations specialists. Key Responsibilities To achieve individual/team goals and targets To adhere to professional standards of behaviour and conduct in dealing with internal and external customers To proactively identify opportunities to improve the customer experience To share areas of improvement with CSOs and TMs to address any gaps in service delivery To share areas of improvement with product managers and technical/product governance team as part of continuous process/product improvement To be flexible in work deployment and projects when business needs arise Serve as DBS's brand ambassador by demonstrating professionalism, strong knowledge on products and services, and optimizes every opportunity to exceed customer expectations with each response To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery Requirements Minimum 5 years of customer service experience Ability to clearly understand customers' needs and provide appropriate solutions accordingly Excellent written & verbal communication skills, ability to communicate with people of all levels Ability to communicate various changes in processes and promotions if any Ability to correspond to customers professionally Strong customer relations skills Ability to empathise and understand customer perspective Strong case resolution skills - ability to complete promised action/follow-up to ensure customer's needs are addressed Collaborate with colleagues and work as part of a team Ability to adapt to changes in terms of product, process and systems Primary Location Singapore-DBS Asia Hub Job Details Job: Customer Service Schedule: Regular Job Type: Full-time Posting Information Job Posting: Sep 4, 2025, 9:30:00 PM Seniority level Not Applicable Employment type Full-time Job function Customer Service Industries: Banking, Financial Services, and Investment Banking Referrals increase your chances of interviewing at DBS
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