AVP, Team Lead, Operations, Client Services, Corporate Banking, Technology and Operations

DBS Bank

  • Maharashtra
  • Permanent
  • Full-time
  • 1 month ago
Business FunctionGroup 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, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.Job Purpose
  • To provide leadership to a team of Customer Service Managers (CSM) responsible for customer servicing of Trade, Payments and Loans transactions.
Key Accountabilities
  • Responsible for ensuring that the Customer servicing requirements of Trade, Payments and Loans transactions are handled seamlessly ensuring superior customer experience.
Job Duties & Responsibilities
  • Providing leadership to a team of Customer service Managers responsible for customer servicing for Top Tier customers.
  • Service reviews with the client, BU (IBG, GTS) and other SU (Branch, Ops etc.)
  • Regular Service review Meeting with clients to get first hand update about the client feedback on servicing, identify pain points, action items & track to delivery for improvement in customer service.
  • Ensuring proper queue management with minimal / nil ageing transactions pending in the queue.
  • People Management.
Required Experience
  • Minimum 10 years’ experience in Transaction banking (Trade, Payments & Loans) with responsibility for operations & client servicing. Client Servicing experience is a must.
Education / Preferred Qualifications
  • Graduate with Commerce background preferred.
  • Post Graduation with specialization in Finance will be an added advantage.
Core Competencies
  • Complete knowledge of end-to-end process flow of Trade, Payments, Loans transactions.
  • Knowledge of RBI and related regulations.
  • Knowledge of customer pain points, customer servicing requirements in the Trade, Payments, and loans business.
  • Ability to identify pain points & work with various internal stakeholders in streamlining the transaction journey for the customer, thus improving customer experience.
  • Customer friendly / customer experience focussed approach
Technical Competencies
  • Knowledge of RBI regulations & related regulatory / ICC guidelines relating to the Trade, Loans & Payments
  • Customer Servicing skills.
  • People Management skills.
Work Relationship
  • The role would need close working / discussions / interactions with BU (Business Unit) IBG & GTS, T&M & SU (Support Unit) – Central Operations, Branch Operations.
  • The role would also involve discussions / interactions / meetings with the end customers.
DBS India - Culture & Behaviors
  • DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are:
  • Demonstrate Business Performance through PRIDE Value Based Propositions
  • Ensure Customer Focus by Delighting Customers & Reduce Complaints
  • Build Pride and Passion to Protect, Maintain and Enhance DBS’ Reputation
  • Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement
  • Maintain the Highest Standards of Honesty and Integrity

DBS Bank