Business Function As a leading bank in Asia, DBS Consumer Banking Group is uniquely positioned to help our customers realize their dreams and ambitions. As a market leader in the consumer banking business, DBS offers a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, to help our customers achieve their aspirations at every life stage. Our financial solutions are not only best-in-class but are also tailored to meet diverse needs.
We are seeking a highly accomplished and results-oriented
Customer Service Manager to lead and optimize customer service operations specifically within our offshore district environments. The ideal candidate will have a proven ability to drive customer satisfaction, streamline processes, and manage complex client relationships across diverse international markets. This role demands an individual adept at implementing operational risk policies, managing service level performance for offshore service providers, and fostering strong team performance in a dynamic global financial services setting. You will play a crucial role in enhancing customer experience and operational efficiency for both local and offshore districts.
Responsibilities - Strategic Oversight & Operational Management:
- Oversee and monitor the day-to-day service operations and back-office support for branches and specific offshore districts (e.g., Greater China, International), ensuring seamless service delivery.
- Lead customer service operations for these districts, ensuring consistently high-quality service delivery and exceptional client satisfaction for Treasures Offshore clients.
- Manage counter and cash operations, alongside overall branch security control, through rigorous monitoring and proactive measures.
- Verify, override, and authorize banking transactions within established authorities, providing a critical second-level check for transaction authorization.
- Proactively identify and address irregular or suspicious transactions, taking appropriate steps to mitigate operational risk and prevent loss, ensuring proper disposition of non-compliant and unusual/suspected fraud items in strict adherence to regulatory guidelines.
- Client Management & Regulatory Compliance:
- Manage and support client service teams dedicated to Treasures Offshore clients, efficiently addressing inquiries related to customer static information, account facilities, and other customer information services.
- Oversee the meticulous review of transactions for Know Your Customer (KYC) matters, including Suspicious Transaction Reports (STRs) and exit cases, demonstrating a robust understanding of regulatory compliance across branch and offshore team operations.
- Implement and rigorously monitor Service Level Performance (SLP) for offshore service providers, ensuring strict adherence to operational standards and promptly addressing any issues or incidents to maintain service excellence.
- Demonstrate profound expertise in cross-border service coordination and advanced operational risk management, ensuring a secure and efficient operating environment.
- Team Leadership & Development:
- Collaborate closely with the Branch Manager / Market Head to inspire and guide operational staff in delivering unparalleled customer experiences, ensuring the Bank's required service standards and models are consistently met, and pre-set satisfaction levels in various customer surveys/tracking programs are achieved or exceeded.
- Cultivate a culture of trust and high morale among operational staff through ongoing motivation, constructive feedback, targeted coaching, and comprehensive on-the-job training to support continuous staff development and career advancement.
- Policy Adherence & Risk Mitigation:
- Ensure all operations strictly adhere to internal policies, procedures, and guidelines, including rigorous compliance with staff licensing, fit and properness of staff, anti-money laundering policies (AML), and Know Your Customer (KYC) principles.
Requirements Professional Experience: - Minimum of 5 years of relevant experience in branch operations, with at least 3 years at a managerial level, specifically within offshore district environments.
- Experience in transformation projects or initiatives is a significant advantage.
- Qualified to carry out regulated activities in Insurance (General, Long-term and Investment-linked Long-term) under the Hong Kong Federation of Insurers (HKFI) and in Investment (Type 1 & 4) under the Securities & Futures Ordinance (SFO).
- Demonstrated strong knowledge of rules and regulations pertaining to financial advisory and banking-related services, industry trends, and anticipatory changes, with a particular emphasis on international client management and cross-border service coordination.
Leadership & Communication: - Exceptional leadership skills with a proven ability to effectively manage diverse, cross-functional teams and drive performance.
- Outstanding communication skills, enabling articulate explanation of complex issues to stakeholders and effective conflict resolution.
- A strong proponent of data-driven decision-making, with the ability to foster and promote a data-driven culture within the organization.
- Customer-focused, with a demonstrated ability to make decisive actions and implement strategies to achieve desired outcomes and enhance customer satisfaction.
Technical Skills & Knowledge: - Profound understanding and practical experience with digital banking platforms, core banking systems, wealth management systems, and other cutting-edge fintech solutions.
- Demonstrated expertise in regulatory compliance (KYC, AML) and operational risk management, specifically tailored to outsourcing within offshore environments.
- A keen ability to identify and leverage opportunities where Artificial Intelligence (AI) and data analytics can significantly improve operational efficiency and effectiveness.
- Prior experience with customer-facing AI applications such as chatbots or robo-advisors is highly preferred.
- Excellent command of written and spoken English. Fluency in Cantonese and Mandarin is mandatory, complemented by strong intercultural communication skills.
Education Background: - Degree holder in Business, Finance, or other related disciplines.
Additional Desirable Attributes: - Innovative mindset with a proactive and adaptive approach to adopting and integrating new technologies to drive business growth and efficiency.
- Strong customer-centric focus, consistently prioritizing the enhancement of the overall banking experience for clients.
- Proven experience in change management, particularly within branch transformation initiatives.