AVP/Senior Associate, Customer Experience - IBG COO Office, Institutional Banking Group

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • DBS Bank (Hong Kong) Limited
  • 21 Nov 17 2017-11-21

AVP/Senior Associate, Customer Experience - IBG COO Office, Institutional Banking Group

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

  • Provide adequate business management support function in customer service, monitor / enhance the end-to-end processes of operation and service delivery perspectives in IBG to deliver high standard of customer experience.
  • Lead and monitor service quality through business process re-engineering and system enhancement
  • Ensure smooth and effective collaboration with working partners, e.g. relationship manager, operation units.
  • Responsible for the support of customer services in IBG
  • Handle customer feedback and complaint
  • Monitor and enhance the end-to-end processes of operation and service delivery
  • Support ad hoc projects as requested


Requirements
  • Degree holder in Business Administration or other related discipline
  • Minimum 7 years of experience in Marketing in the banking industry
  • Customer oriented and passion to succeed
  • Strong responsiveness and good problem solving skills
  • Good sense in service quality management and understanding in general banking products and services
  • Strong communication, presentation and coordination skills
  • Good command of both written and spoken English and Chinese
  • Strong inter-personal skill to work with various product partners
  • Proficient in MS Excel, Powerpoint and Photoshop
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.