Assistant Vice President, Specialist, Regional Customer Experience (Problem Resolution & Complaints Management), Consumer Banking Group

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. The Regional Customer Experience (RCE) team champions the voice of customers to drive joyful banking experiences, utilising data to drive action and monitor improvements on customer experience issues and insights to enable the bank to deliver best-in-class customer experiences and ingrain a true customer-obsessed culture. Resolving customer requests and problems efficiently is key to DBS's commitment towards Customer Obsession. Responsibilities Apply a data-driven mindset to engage stakeholders to help drive decision-making

• Support the facilitation of best practice sharing and standardisation on SR, PR and Complaints management across markets; coordinate and collate relevant data requirements to facilitate system enhancements for capturing SR & Complaints data
• Analyse key data trends and follow-up with relevant stakeholders for action plans
• Support the review and escalation of critical issues to senior management for awareness and prioritising resolution

• Understand the standard operating procedure (SOP) for Requests (SR), Problem Resolution (PR) and Complaints management across 6 key markets (Singapore, Hong Kong, Taiwan, China, Indonesia & India) for reporting and relevant standardisation
• Assist in the maintenance of SR and Complaints data on centralised dashboard
• Support Team Lead to consolidate and provide reports/ updates to senior management on PR, SR and Complaints
• Ensure timely preparation and submission of monthly Voice of Customer (VOC) report

• University degree from a reputable institution with at least 4 years' working experience,
• Strong MS Excel and PowerPoint Skills
• Prior working experience in the Banking sector, Customer Experience, Complaint management is a plus
• Programming knowledge (eg Python,VBA), data architecture and past experience working on data integration / API is a plus

• Experience in managing stakeholders of different levels in an organization
• Meticulous with an eye for detail
• Self-starter and collaborator that flourishes in a fast-paced, ever-changing, and deadline-driven environment
• Go-getter with determination to drive change
• Commercial awareness and good influencing skills, ability to speak tech and business when needed