Assistant Officer, Customer Service Manager, 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. Our financial solutions are not only the best in the business they were made just right for you.

Job Purpose

• DBS India Consumer Banking Group including digibank (Retail Banking) and Treasures (Wealth Segment) serves over 2.6 million customers worldwide with a complete range of banking and wealth management services.
• It is a business that focuses on quality customer acquisition through multiple acquisition channels, customer-centric value propositions and innovative and efficient distribution channels.
• DBS has been at the forefront of adapting and incorporating rapid changes in technology to understand and serve customer needs better. Virtual Relationship Managers are a step in that direction.
• Thus Treasures Virtual Relationship Manager is a key role within the Consumer Banking Group Business that is responsible for engaging with clients across the geographies in India and Globally, greatly enhancing the client experience through the effective use of technology.
• A high level of customer-centricity, interpersonal relationships complemented by multi-channel” approach to relationship management via online and digi app are critical to succeed in this role.

Key Accountabilities

• Acquire clients through e-boarding of the provided leads and nurture the relationship for AUM build up in a steady manner.
• Establish the Virtual Relationship Channel as a major revenue contributor through effective engagement with clients via multiple communication channels
• Ensure right balance of the product mix and balance NTB (New to Bank NR customers) with increased penetration of existing customers to deepen the wallet share.
• Drive and deliver a radical improvement in customer satisfaction scores through timely engagement and redressal of client enquiries.
• Ensure highest levels of customer satisfaction. Interact with new customers to detail & explain all features & functions of products & assist in on boarding of new clients.
• Empower DBS IN clients embrace the value delivery channels to improve transaction efficiency and effectiveness

Job Duties & Responsibilities

• Quality engagement with Emerging Affluent and Treasures clients to retain and developing sustainable relationships
• Ensure effective and efficient on-boarding, client coverage and client economics.
• Coordinate and drive timely investment and insurance portfolio reviews partnering with Investment / Insurance / Wealth specialists in Cluster locations.
• Establish relationships with the client s basis opportunities identified by key acquiring channels such as SME / CEP/IBG/ DBS Experience Centers or influencers for on-boarding the clients and ensure qualification as Treasures basis the stipulated criteria.
• Ensure service delivery by ensuring appropriate workflows and processes including digital on-boarding, upgrades, Scan / E-mail based wealth transactions, doorstep banking services, digital and remote account maintenance (Re-KYC / Risk Reviews) etc.
• Work closely with Cluster locations, Operations and other stakeholders to ensure that customer instructions are executed correctly and in a timely manner
• Improving customer experience by collating customer feedback, identifying areas to improve such as operational, administrative, processes and competitiveness of products and services
• Maintaining an awareness of relevant products and services available so as to provide the best solutions for clients as per their identified needs and aspirations
• Supporting process and product improvement initiatives, providing customer feedback on service and product offering and ensuring compliance with internal audit and regulatory requirements and quality assurance
• Adhere to DBS India and Group standards on code of conduct and controls in line with bank values and expectations

Required Experience

• 2-3 years of experience servicing high net worth clients at a financial institution / KPO
• While technical competence is not essential, ability to handle client requests via e-channels and versatility with digital tools would be beneficial.
• Good knowledge of wealth management products, both investment and insurance
• Customer oriented and able to capture customer financial needs
• Holder of relevant insurance, investment certification requirements (AMFI / IRDAI Composite license) would be an advantage
• Good command of spoken English and Hindi. Fluency in other regional languages (Marathi, Bengali, Tamil, Telugu etc.) would be an advantage.

Education / Preferred Qualifications

• University level education, preferably in finance, business or a related discipline. Postgraduation in marketing or finance or banking would be desirable

Core Competencies

• Selling and team influencing skills to grow customer numbers and customer product uptake
• People Management
• Communication Skills
• Drive for Action
• Ability to work in an ambiguous environment
• Excellent understanding of the Bank s Strategy and ability to interpret this and execute effectively to grow customer wallet share
• Proven track record in execution of sales or marketing strategy that resulted in business growth

Work Relationship

• Ensuring remote coverage and engagement of customers along with Branch teams for support.
• Close interaction with Channels / Segments and Clusters to ensure consistent delivery of service and business objectives.

DBS India - Culture & Behaviours

DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviours are:

• Demonstrate Business Performance through PRIDE 2.0 Value Based Propositions
• Ensure Customer Focus by Delighting Customers & Reduce Complaints
• Build Pride and Passion to Protect, Maintain and Enhance DBS Reputation
• Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement
• Maintain the Highest Standards of Honesty and Integrity.