DBS Bank

Regional bank offering digital banking

Analyst – Treasures Service Manager

Customer SuccessUpdated on Nov 12

Full-timeTiruchirappalli, Tamil Nadu, IndiaNo salary listedIn-person

About the Job

Requirements

At least 6–8 years of frontline client experience with a leading bank or financial institution.
Knowledge of banking terminology, branch banking processes, digital banking, and UPI.
Working experience with CRM applications is preferred.
Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.

Responsibilities

Embed a service culture across customer touchpoints, particularly complaint resolution and client communication.
Own and close each client escalation within 24 hours; if resolution exceeds the 24-hour turnaround time, periodically inform the client of the delay and expected resolution date.
Increase client interactions and handle them according to RED Service standards.
Achieve mandatory 100% coverage and contactability of clients under service-led campaigns in CRM.
Achieve 100% quarterly coverage of all qualified Treasures.
Implement the CBG Client Contact Management Policy fully.
Cover 20 unique clients each month under CCM and update the details in CRM or according to the applicable target.
Take ownership of customer issues by updating CRM, managing the end-to-end customer complaint journey, and pursuing first-time resolution.
Support the sales team in digitally acquiring 60% of customers through IWealth, Pweb, and other digital channels.
Monitor branch risk and governance factors and immediately highlight potential breaches.
Increase customer satisfaction, achieving minimum Cluster Customer Satisfaction and Problem Resolution scores of 4.1, and support brand awareness and customer preference indicators.
Support Client Service Officers with daily business-as-usual activities as required.
Coordinate with support functions on ad hoc banking-related client requirements.
Manage customer service lobbies and client walk-ins at mapped branches.
Maintain and grow relationships with each Treasure client through individual engagement outside CCM.
Maintain account opening and static data straight-through processing above 80%, or meet targets set by senior management.
Resolve 95% of branch requests and enquiries within stipulated turnaround times.
Resolve 100% of complaints within one day.
Complete pending risk reviews, CRM, anti-money laundering, re-KYC, EWSS, and surveillance alerts, ensuring none remain overdue.
Make timely calls to all I-Wealth leads.
Give TRE and Global Indian clients priority processing and attention.
Close deferrals taken within stipulated timelines.
Focus on customers to delight them and reduce complaints.
Protect, maintain, and enhance DBS's image and reputation.
Build knowledge, skills, and competencies.
Execute work quickly while maintaining error-free operations.
Maintain high standards of honesty and integrity.

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

Differentiated Customer Experiences – Leading through Service

Key Accountabilities

Embed service culture for all customer touchpoints particularly complaint resolution and client communication.

Job Duties & responsibilities

Ensure each client escalation is owned and closed within 24 hours. In case of exceeding 24 hours TAT, client is informed on a periodic basis by yourself on delay and resolution date.
Adhering to the Service Management Principles: Increase client interactions and ensure that they are handled as per the RED Service standards –
Mandatory 100% coverage and contact-ability of all clients under various service led campaigns in CRM
100% mandatory coverage of all qualified Treasures every quarter
Ensure 100% implementation of CBG Client Contact Management Policy
Ensure 20 Unique clients are covered every month under CCM, and details updated in CRM or as per applicable target.

Requirements

Minimum 6-8 years of front line client experience with a leading bank or financial institution.

Education / Preferred Qualifications

Graduate/Postgraduate

Core Competencies

Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
Support the sales team to acquire 60% of the customers digitally – IWealth, Pweb, etc.
Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
Support the CSOs (Client Service Officers) on daily BAU as per requirement
Co-ordinate with support functions for ad-hoc banking related requirement received from clients
Customer service lobby management (client walk-ins) for mapped branches
Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM
Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
Resolution of 95% of branch requests and enquiry within stipulated TATs
Ensure resolution of 100% complaints within 1 day

Technical Competencies

Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI
Preferred to have working experience on CRM applications
Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINT

Work Relationship

Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-due.
Ensure on time calling for all I-Wealth leads
Ensure TRE and Global Indian clients are given priority processing and attention
Ensure timely closure of Deferrals taken within the stipulated timelines

DBS India - Culture & Behaviors

Performance through Value Based Propositions
Ensure customer focus by delighting customers & reduce complaints
Build pride and passion to protect, maintain and enhance DBS’ image and reputation
Enhance knowledge base, build skill sets & develop competencies
Execute at speed while maintaining error free operations
Maintain the highest standards of honesty and integrity

Location:

Thillainagar, Trichy

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time

About the Company

DBS Bank

Regional bank offering digital banking

DBS Bank provides banking and financial services in Singapore and Southeast Asia, including personal and business banking, loans, deposits, wealth management, and payments. It serves customers through a network of branches and a digital platform that lets people open accounts, transfer funds, borrow, and invest via online and mobile apps. The bank differentiates itself with government-backed origins, rapid regional growth, a strong emphasis on digital banking, and a broad mix of consumer, corporate, and wealth services. Its goal is to be a leading, trusted financial services provider in Asia, supporting customers and economies with reliable banking and sustainable growth.

Company size: 10,001+
Company stage: IPO
Headquarters: Singapore, Singapore
Founded: 1968

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