Job Description

Role Overview:
This role is responsible for supporting the Customer Centre in driving initiatives that prioritize both customer and employee satisfaction through the successful delivery of projects. In addition, the incumbent will play a crucial role in supporting the Head of Customer Experience by ensuring the implementation of robust quality control governance for project execution and management reporting
Key Responsibilities:

• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality

of service delivery. * Develop and execute a customer experience strategy: Drive customer satisfaction and business
growth by defining, planning, and implementing strategies to enhance the overall customer
journey. * Lead and develop high-performing teams: Lead, mentor, and manage a multi-disciplinary team
of Client Service Managers, Operations Development Managers, Knowledge Managers, Incident
Response Managers, and Gen AI/Digital Adoption Specialists, ensuring team performance aligns
with customer-centric goals. * Champion a Digital-First servicing model: Collaborate with stakeholders to leverage Generative
AI and optimize internal and external servicing platforms, delivering real-time solutions and a
superior digital experience. * Drive strategic decision-making in multi-functional teams: Serve as a key decision-maker (M1)
in cross-functional MTJ squads, owning the accountability for achieving squad objectives and
delivering exceptional customer engagement and experience. * Enhance the customer journey and reduce service failures: Champion the SCM strategy to
identify key areas of improvement and implement strategies to enhance the customer journey
with a focus on reducing failure demand calls. * Manage and optimize DBS customer self-service channels: Own and optimize the DBS Public
Web Help & Support portal, maximizing content effectiveness through SEO and taxonomy
enhancements to empower customer self-service * Maintain and enhance internal knowledge resources: Manage and maintain the DBS internal
knowledge base, ensuring high-quality, up-to-date, and easily searchable content for Customer
Centre and Branch staff. * To consistently meet and exceed the Customer Centre targets set (KPI) without compromising
on quality of service delivery.
Requirements:

• Min 8 years or relevant customer service experience in Banking/ FI industry with relevant experience in leading teams and managing projects.
• Excellent written and verbal communication skills
• Excellent relationship building & management skills
• Ability to champion change/ innovation orientation
• Strong planning and organising skills, with ability to take ownership of results 6. Good time management skills
• Strong customer and business focus
• Good teamwork and collaboration with excellent knowledge of project management process

Skills Required