Vice President • Customer Feedback Management

6 months ago


Hong Kong, Hong Kong SAR China DBS Bank Full time

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 Description

Responsibilities

·Report to Head of Customer Feedback Management to monitor the team services quality and drive for team transformation to achieve effective work process and uplift the team productivity

·Provide guidance to the team members ensure the complaints are handled professionally according to the Bank standard, internal polices and regulatory guidelines

·Support and monitor case handler to perform case investigation and analysis on complaints cases and liaise with internal stakeholders to identify area of improvement.

·Carry out process improvement via root cause analysis and trend analysis

·Review complaints and liaise for best resolutions with a balance among customer satisfaction, regulatory expectation, and Bank’s position.

·Prepare MIS reporting in accurate and timely manner with clear and insightful presentation to drive decision.

·Responsible to provide monthly complaint data analysis, presentation material for senior management oversight the Bank's complaint trend and services quality.

·Responsible for supporting ad-hoc projects or additional assignments related to complaint issues to comply with internal or regulatory requirements as they change from time to time.

Requirements

·Minimum 10 years’ experience in banking industry with all rounded knowledge on banking products, processes and regulatory requirements,

·University Degree holder, preferably in Economics, Finance or Banking is an advantage.

·Good knowledge in Investment and Insurance product and experience in handling Investment and Insurance complaint cases would be preferable

·Well-developed interpersonal and communication skills; Complaint handling experience is an advantage

·Capability and experience in analyzing data from control perspective
Strong presentation skills

·Fluent Cantonese and English

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements. 

We regret only shortlisted candidates will be notified.



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