Senior Business Support Manager
1 month ago
DBS Bank (Hong Kong) Limited's Corporate and Investment Banking division provides comprehensive banking solutions to corporate customers, encompassing cash management services, current accounts, time deposits, trade finance, working capital finance, term loans, and foreign exchange. Through our long-standing relationships with customers in the region, we offer account relationship management, service differentiation, product development, and rigorous credit standards.
Objectives
Our goal is to provide a robust business management support function in customer service, ensuring seamless operations and service delivery perspectives in IBG. By doing so, we aim to deliver an exceptional customer experience.
Responsibilities
• Collaborate effectively with working partners, such as relationship managers, operation units, GTS, T&M, RMG, and CBG, to ensure smooth partnerships.
• Provide support for customer services in IBG.
• Monitor and enhance the end-to-end processes of operation and service delivery to improve the customer experience.
• Identify customer needs and develop marketing and communication strategies to address them.
• Participate in ad-hoc projects and initiatives to drive business growth.
Accountabilities
• Work closely with business partners to enhance the channel delivery platform, ensuring quality customer journeys and experiences.
• Lead and monitor service quality through business process re-engineering and system enhancement.
• Foster active and smooth communication with regional teams on areas such as annual customer surveys, journeys, marketing events, and more.
• Analyze and report on complaints, identifying opportunities for service and product improvements.
• Promote a change culture within the Institutional Banking Group.
• Lead and manage ad-hoc projects for the Institutional Banking Group and COO Office, with a focus on timely delivery and attention to detail.
• Possess a degree in Business or a related field.
• Minimum 7 years of relevant experience in general banking operations and services.
• Demonstrate customer orientation, a passion for success, strong responsiveness, and good problem-solving skills.
• Possess strong interpersonal and communication skills to work with various service partners.
• Proficient in MS Word, Excel, and PowerPoint, with a good command of written and spoken English and Chinese.
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