AVP, Business Care - FI/PSU, Technology & Operations

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • DBS Bank (Hong Kong) Limited
  • 12 Dec 17 2017-12-12

AVP, Business Care - FI/PSU, Technology & Operations

DBS. Living, Breathing Asia.

DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named "Asia's Best Bank" by The Banker, a member of the Financial Times group, and "Best Bank in Asia-Pacific" by Global Finance. The bank has also been named "Safest Bank in Asia" by Global Finance for eight consecutive years from 2009 to 2016.

Responsibilities

  • Identify end to end customer experience improvement initiatives or cross-functional collaborations
  • Connect and lead the team with the overall strategic direction, monitor and manage the client services performance/ Services Level (SLA) to meet the function strategic goals
  • Establish KPI measurements to monitor individual and team performance. Actively plan for tactical and strategic solution to ensure effective resource planning, achieve operational efficiency and equipped staff skillsets to meet customer needs.
  • Identify and build business relationships / partnerships with key internal and external customers, aligning actions to customer needs
  • Establish direction, a robust and accountable performance orientation, and provides opportunities for others to learn and take appropriate risks
  • Consistently drive the team to deliver quality service to our customers and achieve total customer satisfaction. Embrace changing environment, drive end-to-end process improvements initiatives or cross-functional collaboration together with our valued internal key stakeholders/ partners
  • Proactively identify issues and opportunities and makes informed decisions empowering and leading the team to act
  • Manage customer's feedback/complaints to ensure service recovery is performed in a timely and customer focused manner, followed up with proper coaching of staff.
  • Develop team leadership for team-based performance to achieve group and individual service standards/campaigns targets/standards
  • Develop advanced training needs and plannning closely with Onboarding, Learning and Quality team to maintain the Centre's certification standards

Requirements

  • Degree holder or above qualifications
  • Minimum 10 + years track record within client services team lead experience, especially focusing on corporate banking/ products
  • Strategic thinking and execution excellence
  • Strong leadership and change management skillsets
  • Able to build a high performance team and motivate staff to excel, good at people development and engagement
  • Strong passion in customer servicing and establishes goals, measurements and end-to-end processes to enhance customer experience
  • Strong business acumen and networking with other business units within the bank
    Proactively identifies issues and opportunities and makes informed decisions empowering and leading the team to act
  • Put team interests first to deliver on expectations and commitments and drives cross-functional collaboration
  • Strong risk control mindset



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.