VP, Operations, Client Services, Corporate Banking (Team Lead) VP, Operations, Client Services, Corporate Banking  …

DBS Bank Limited
in Hong Kong
Permanent, Full time
Be the first to apply
DBS Bank Limited
in Hong Kong
Permanent, Full time
Be the first to apply
VP, Operations, Client Services, Corporate Banking (Team Lead)
Business Function

Group 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 Group 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.

Lead a small but capable team to provide consistent and best-in-class service to a select group of high value customers and service customer requests on behalf of Relationship Managers
Ensure that customer enquiries & requests are attended to, managed & resolved in timely manner
Identify opportunities for process improvement and work with partners to bring into effect those improvement
Handle IBG-wide customer complaints timely in accordance to the Complaints Policy & Operations Manual.
Ensure that complaints form a key part of VoC; help drive preventive measures to avoid or minimize service or customer experience breaks.
Ensure that complaints are presented & discussed in right forums to ensure continuous improvements.
In a related function, strategize and operationalize within Business Care (BizCare) a Service Quality strategy that supports the business requirements
Ensure call or interaction monitoring is rigorously carried out to minimize or zerorize lapses
Develop a series of risk management program to build up the risk awareness and practices in BizCare in accordance to the risk policies of the bank
Demonstrate a strong focus on risk self-awareness & governance
Ensure that risk awareness addresses the holistic risks faced by the bank - reputational, safety, security, financial and customer-related
Be the key interface to the risk community - whether IBGO, T&O or regional
Working with different stakeholders on improvement projects may include Customer journeys / employee, demand management projects, process improvements, technology-related or digitization

Bachelor Degree Holder
Min 8-10 years' experience in operations preferably in a customer / Call Centre or operational environment
Analytical, able to draw trends & interpret statistics. Overall comfortable with numbers. Previous experience in business modelling, business case justification, financial planning / management is an advantage
Strategic & exhibit critical thinking - able to see trends and draw conclusions from data & findings; able to support decision making process strategically by framing options with pros & cons, with foresight & big picture in mind
Fast & effective learner - able to grasp & apply concepts such as "failure demand", ZCR (Zero Call Resolution), SSB (Self-service Banking) & FCR (First Call Resolution)
Good presentation, communication & articulation skills - equally effect with an "elevator pitch" as in a presentation to senior leadership
Able to manage stakeholders well, experienced in managing conflicts. Ability to work in ambiguous environment is a plus
Able to communicate well in English

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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.
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