Senior Associate, Team Lead, Contact Centre (Licensed), Consumer Banking

Business Function Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Responsibilities DBS Customer Centre is looking for enthusiastic and highly motivated problem solvers who are passionate about creating an innovative customer experience and building strong relationships with our customers. This position will be the first point of contact for our customers and engage with them on phone call, email, social media and chat. • Leading teams mainly to focus on inbound enquiries/chats, conduct outbound activities where necessary and handle applications, transactions and requests from customers and develop strategies in align with the Bank's visions and objectives in order to achieve business goals, pre-set sales and service targets. • Managing the daily operation of the Customer Centre, which includes partnering with Workforce Management to ensure effective resource & capacity planning to cope with the demand, implementing customer centre operation strategies and operations, carrying out needs assessments, performance management & talent development and other operational assignments. • Identifying and evaluating state-of-the-art technologies, defining user requirements, establishing technical specifications, and production, productivity and quality and customer service standards, contributing information and analysis to the bank strategic plans and reviews. • Setting and meeting performance targets for effectiveness, efficiency, quality and align group's objectives / strategies in driving excellent customer services. • Ensuring all relevant communications, records and data are updated and recorded. Requirements • Post-secondary with over 8 years' solid customer service experience or university graduated with minimum 2 years of relevant experience. • Minimum 8 years' relevant experience in banking, credit card or call centre industry, with thorough understanding on respective practices and regulations • Initiative, positive, able to work independently & highly motivated • Good people management, interpersonal, communication and listening skills. • Strong analytical, decision making and problem-solving skills. • Result-and customer-oriented • Mature and positive character with strong leadership skill and ability in interacting different level and behavior of staff. • Proficiency in spoken / writing skills in both English and Chinese • Proficiency in PC applications • Sound knowledge in consumer banking / credit card products/merchant services; operations and regulations. • Good understanding on call center systems, infrastructure, and MIS reporting tools. 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.