Business Function Institutional Banking Group ("IBG") provides corporate customers with a comprehensive range of commercial banking products and services, including cash management, current accounts, time deposits, trade finance, working capital finance, term loans, and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with customers in the region, based on account relationship management, service differentiation, product development, and rigorous credit standards.
Responsibilities:
- Lead the Customer Experience team in fostering the unit's business development and ensuring delivery of quality customer experience to IBG customers.
- Ensure smooth and effective collaboration with internal stakeholders and external product partners.
- Dedicated to supporting the customer experience journey and related initiatives.
- Manage customer feedback/complaints and related regulatory correspondences.
- Handle non-marketing communications.
- Coordinate regular/annual customer engagement surveys and implement corresponding improvement plans.
- Embed a service culture within IBG and manage/promote the implementation of related initiatives.
- Drive initiatives and facilitate their reporting at both local and regional levels.
- Provide oversight of the implementation of product development, sales campaigns, and cross-selling/referrals initiatives.
- Support the IBG COO on ad-hoc projects and initiatives.
Requirements:
- Degree holder in Business or a related discipline.
- Good grounding in general banking products, operations and services.
- Minimum 12 years of relevant experience, with at least 5 years in a manager role.
- Customer-oriented, passionate to succeed, and accountable.
- Strong responsiveness, good analytical and problem-solving skills.
- Good understanding of service quality and event/campaign management.
- Thoughtful understanding of service culture/digitalization-related training, such as RED Belt, HCD Coaching, Business Agile, Digi-Ninja, etc.
- Extensive knowledge of banking and financial products.
- Good command of written and spoken English and Chinese.
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