VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO

7 days ago

Singapore DBS Bank Full time
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 Bank by 2x

#J-18808-Ljbffr

  • VP, Operations Team Head, CBGO, Group COO

    4 days ago

    Singapore DBS Bank Full time

    VP, Operations Team Head, CBGO, Group COO Join to apply for the VP, Operations Team Head, CBGO, Group COO role at DBS

  • VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO

    5 days ago

    DBS Asia Hub, Singapore at DBS Full time $104,000 - $130,878 per year

    VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO - (WD Role Overview: 1. Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures. 2. Responsible for end-to-end management and the governance of customer service issues, including investigation, listening and...

  • VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO

    5 days ago

    Singapore DBS Bank Full time

    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...

  • VP, Regional CBGO Risk

    2 weeks ago

    Singapore DBS Bank Limited Full time

    VP, Regional CBGO Risk & Control, Consumer Banking Group Operations, Group COO VP, Regional CBGO Risk & Control, Consumer Banking Group Operations, Group COO VP, Regional CBGO Risk & Control, Consumer Banking Group Operations, Group COO Business Function Group Operations (GO) enables and empowers the

  • Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO

    4 days ago

    DBS Asia Central, Singapore at DBS Full time $104,000 - $130,878 per year

    Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO - (WD Role Overview:Manage customer escalations and complaints received by CEO Office, Senior Management, regulatory bodies such as MAS, ABS, FIDReC etc on service issues, identify opportunities and propose ideas/needs for process improvements and coaching Responsible for end...

  • VP, Change Management and Learning Manager, Customer Centre, CBGO, Group COO

    4 days ago

    DBS Asia Hub, Singapore at DBS Full time $104,000 - $130,878 per year

    VP, Change Management and Learning Manager, Customer Centre, CBGO, Group COO - (WD Develops and implements strategy to designing, implementing and delivering end to end strategies that build organizational capability and drive successful adoption of change. This includes enhancing user experience across the different touchpoints in Customer Centre. Drive...

  • VP, Regional CBGO Risk

    3 weeks ago

    Singapore DBS Bank Limited Full time

    VP, Regional CBGO Risk & Control, Consumer Banking Group Operations, Group COOVP, Regional CBGO Risk & Control, Consumer Banking Group Operations, Group COOVP, Regional CBGO Risk & Control, Consumer Banking Group Operations, Group COOBusiness FunctionGroup Operations (GO) enables and empowers the bank with an efficient, nimble and resilient infrastructure...

  • AVP, Customer Centre Team Manager, CBGO, Group COO

    5 days ago

    DBS Asia Central, Singapore at DBS Full time $104,000 - $130,878 per year

    AVP, Customer Centre Team Manager, CBGO, Group COO - (WD Role Overview:To lead, coach & manage a team of Customer Service Officers (CSOs) To monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork Managing daily operations, coaching and developing team members and...

  • SVP/VP - Ops Risk & Governance Team Lead, CBGO, Group COO

    2 weeks ago

    Singapore DBS Bank Full time

    SVP/VP - Ops Risk & Governance Team Lead, CBGO, Group COO SVP/VP - Ops Risk & Governance Team Lead, CBGO, Group COO 2 days ago Be among the first 25 applicants Lead, coach, and develop a team of Operational Risk Controllers within the first line Allocate resources effectively to meet deadlines, priorities, and business risk objectives Foster a strong risk...

  • VP, Regional CBGO Risk

    5 days ago

    Singapore DBS Bank Limited Full time $90,000 - $120,000 per year

    VP, Regional CBGO Risk & Control, Consumer Banking Group Operations, Group Operations - (WD72302) 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,...