Manager- Customer Service

  • Company:
    DBS Bank Ltd
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 months ago
  • Category:
    Financial Services/Stockbroking

Skill: insurance , cluster head , mf , wealth management , retail banking , dealing , personal loans , kyc , consumer banking , aml , amfi , investments , financial services , banking , credit cards , operational risk management , financial markets , wealth , anti money laundering , account opening , risk , transaction; Exp: 8-10 years; Overall responsibility is to ensure superior and efficient proactive as well as responsive service to DBS clients, through the dedicated Customer Service team as well as through the Branch Consumer Banking Distribution as well as Operations team. Key Accountabilities Execute the account opening and wealth transaction processes with limited handoffs. Establish and implement branch level checks to ensure strict adherence to DBS sales processes and fair dealing norms. Publish timely and accurate MIS to capture all the key business drivers as templated to ensure effective business tracking and maintain the premium register for insurance transactions. Ensure implementation of the Customer Service policy at the Branch / Cluster through training and continuous reinforcements. Proactively address the client requirements and respond to complaints or enquiries within the prescribed timelines to ensure a delightful customer experience. Drive and achieve the targeted Customer satisfaction scores and manage the client contacts to ensure superior customer engagement and client activation. Job Duties & Responsibilities Handle face to face / in-bound call client interactions, timely resolution of Service requests / Client Complaints or Enquiries. Address client requirements including the bio-metric Aadhar validation for walk-in Digi Bank clients Ensure welcome calls to Treasures / Treasures Elite clients on-boarded besides facilitating client engagement on special occasions such as Birthday / Anniversary etc. Ensure timely closure of EWSS / AML risks CRM / Risk review alerts / Re-KYC of CBG / CBG mapped IBG Customers Track timely regularisation of deferral approvals, reconcile transactions with Branch / Central operations for discrepancy resolution to avoid revenue leakages Ensure calling of I -Wealth and other campaign prospects as per the approved guided script within the agreed TAT to drive effective conversions. Engage with DBS Clients for activation of e-Channels (I-Banking / M-Banking/ Online MF/Debit Card) and promote savings and deposit book growth. Drive Customer Experience initiatives to meet CSS and Monthly Service meeting at Branches including customers including senior citizens. Conduct regular sessions on BCSBI code of conduct, Customer Service policy, Customer Contact Management policy of DBS and Fair dealing norms for new joiners and reiteration for existing team members Monitor the service score cards for the Branch and track the deliverables. Monitor turnaround times for each transaction and institute processes to improve efficiency. Track end to end Complaint management and resolution and do root cause analysis where required Work closely with Sales and Distribution in campaigns, work site marketing and other initiatives to aid in quality acquisition besides entrenching the customer relationship with the Bank. Exercise appropriate due diligence at the Branch / Cluster to ensure compliance with Group Policy and Standards on Money Laundering Prevention or local regulatory requirements for the same. Required Experience Minimum 8-10 years of experience in retail banking in service. Proven service track record in financial services industry with experience in wealth management services preferable. Sound understanding of wealth management products in India Knowledge of local market and competition. Knowledge of BCSBI Code of commitment to customers. BCSBI certification from IIBF , AMFI and / or IRDAI certification would be an added advantage. Education / Preferred Qualification Graduate / Post Graduate with MBA with relevant number of years of sales and service experience in financial services industry and specifically in retail banking is preferable. Core Competencies Excellent service orientation and customer-centricity. Effective probing and listening skills. Strong Relationship Management and influencing skills Good written and verbal communication skills Results-orientated & the ability to deliver results under pressure Understanding of competitive positioning Focused on developing image and good will of DBS brand Creative, inquisitive mind with problem solving abilities. Ability to deliver results within tight timelines. Attention to details, analysing abilities and an outside-in approach to processes and services. Technical Competencies Understanding of retail banking / wealth management product suite, platforms and operational procedures Understanding of banking and para-banking guidelines issued by RBI (local regulations in India) and local laws and regulations that impact businesses in general. Understanding of KYC requirements & Anti-money Laundering Policies. Knowledge of financial markets and products to assist in meaningful engagement with clients. Knowledge of BCSBI code of commitment to customers Work Relationship Management of clients and prospects for acquisition, handle query or complaint resolution and entrench client relationship. Close interaction with Treasures Relationship Managers Unit Heads, City / Cluster Head, Branch and Central Operations team to ensure consistent delivery of service standards. Close and regular interaction with Central Product team as well as Central Sales and Distribution team on products, services and processes so as to ensure timely resolution to customer requests and complaints. Mandatory Training GCAP (Group Customer Acceptance Policy) BCAP (Business Customer Acceptance Policy) AML (Anti Money Laundering) and KYC Guidelines PIP (Personal Investment Policy) ORM (Operational Risk Management) Information Security Policy BCSBI Code of Commitment to customers DBS India – Culture & Behaviours Performance through Value Based Propositions Ensure customer focus by delighting customers & reduce complaints Build pride and passion to protect, maintain and enhance DBS image and reputation Enhance knowledge base, build skill sets & develop competencies Execute at speed while maintaining error free operations Maintain the highest standards of honesty and integrity Customer-centricity and offering a signature experience to clients that is respectful, easy to deal with for clients and dependable.

Banking -General

Degree: MBA/ PGDM

Experience: 8-10

Function: Finance / Insurance Services