Service Manager Treasures

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

Job Purpose (In a brief, specific one or two-sentence statement, answer the questions: "Why does this position exist?" and "What is it expected to accomplish?")

Overall responsibility is to provide superior and efficient service, directly and through the team for all WM clients both proactive and reactive basis.

Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job. Do not list more than 5)

• Design and implement processes with limited handoffs

• Establish sales audit process to capture any mis-selling

• Develop MIS to capture all the key drivers as templated

• Design and implement training programmes for the team members

• Establish WM service as the best in class unit within the target segment

• Establish robust indicators to track service delivery

Job Duties & responsibilities (List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position.)

• Develop and monitor service scorecards for the branch

• Develop and monitor SLAs with support units for delivering best in class service

• Develop and monitor turnaround times for each transaction and institute processes to track and monitor the same

• Implement Customer satisfaction surveys and establish the business at one of the best in the industry

• Implement training programs for all team members on customer service, contact management

• Track end to end Complaint management and resolution and do root cause analysis where required

• Work closely with Sales in marketing program to ensure quality customers education process.

• Develop training materials and coordinate training for all staff.

• Manage KYC and all compliance related processes in the business

• To ensure teams compliance with Group Policy and Standards on Money Laundering Prevention or local regulatory requirements for the prevention of money laundering