AVP, Team Lead, Operations, Client Services, Corporate Banking, Technology and Operations
DBS Bank
Location
Mumbai | India
Job description
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
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.
Primary Location India-Maharashtra-Vikhroli Job Operations Schedule Regular Job Type Full-time Job Posting Jan 29, 2024, 1:44:52 PM
