Customer & Employee Experience, Institutional Banking Group- COO

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.

Job Purpose:

Map Process and Customer Journey to identify gaps and fix the same to improve Customer and Employee Journey

Key Accountabilities:

• Improve Customer Experience Survey Scores
• Improve Employee Survey Scores
• Reduce TATs
• Reduce Complaints
• Reduce manhours

Job Duties & responsibilities:

Required to implement Process Improvement initiatives that result in better customer and employee experience.

Customer Experience:

• Survey management - Voice of customer
• CX Culture building
• Journey Improvement

Employee Experience:

• Survey management - Voice of Employee
• Productivity Improvement
• Complaints Governance
• Dashboard and Trend Analysis

Required Experience:

5-10 Years in Banking and have prior experience in process Improvement

Education / Preferred Qualifications:

Post Graduation

Core Competencies:

Process Understanding, Process mapping, Gap Identification, Competition Benchmarking, Stakeholder Management, Presentation Skills.

Technical Competencies:

MS Office Excel and Power Point skills, Data Analysis and dashboard creation capabilities

DBS India - Culture & Behaviors:

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 behaviors 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.