Customer Service Manager, Institutional Banking Customer Service Manager, Institutional Banking …

DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
See job description for details
Business Function
Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards.
  • Maintain positive, emphatic, and professional attitude towards customers at all times in line with our "Making Banking Joyful" mantra
  • As much as possible, act as one-stop-shop to execute customer's instructions, provide product and service information and resolving products and services issues in the most efficient and effective way possible
  • Build sustainable relationships of trust with customers
  • Ensure customer satisfaction in all interactions at all times
  • Provide feedback on VoC and act to represent VoC as needed
  • Provide constructive and continuous feedback on VoC and improvement areas or opportunities for new growth
  • Identify and plan the best channel for different types of interaction, balancing quality of experience, efficiency and effectiveness
  • Conduct CDD of customer for periodic and trigger events review within assigned timeframe
  • Identify and verify KYC documents and customer static data
  • Handle RFIs, EWSS screening and other transaction surveillance as needed
  • Engage customers in a professional manner in the process of conducting CDD, KYI and RFI
  • Ensure completeness of above reviews; ensure proper handling, action, follow-up and filing of cases are done to required standards
  • Report irregular customer / account activities and communicate to related risk party as needed
  • Ensure performance of above tasks is to the standards and in full compliance
Leadership responsibilities
  • Keep abreast of trends and developments in managing AML / CTF landscape to ensure that associated risk is effectively managed in accordance global and local regulatory requirements
  • Where required, work with risk community to recommend new or amended policies, standards, guidelines & procedures as needed
  • Communicate and implement new or amended policies, standards, guidelines & procedures as and when required. Ensure that all stakeholders (especially team members) have sufficient understanding and tools to execute new or amended policies, standards, guidelines & procedures
  • Manage team to achieve business KPIs by balancing resourcing and vol, efficiency and effectiveness / quality
  • Be responsible for hiring, onboarding, orientating, training and developing team members
  • Establishing job expectations, provide feedback, coach and manage performance
  • Motivate team, keep morale high and help team to resolve big roadblocks
  • Handle difficult cases, escalate and raise systematic issues to management to ensure that it is addressed
  • Present, share and explain management direction, strategy
  • University graduate in any discipline with minimum 10 years' working experience in commercial banking industry, ideally 4-5 years in managing CDD, KYC and transaction surveillance; s ervicing experience is a plus
  • Empathy for customers; determination to solve customer problems and provide wow service
  • Good analytical thinking and problem-solving skills
  • Proficiency in the use of MS Office including 360, Excel, Powerpoint, Sharedpoint
  • Good multi-tasking skills and ability to work independently and under pressure
  • Proficiency in both English and Cantonese. Mandarin is a plus
  • Good interpersonal skills, able to communicate with internal and external stakeholders effectively
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