Analyst, Service Relationship Manager

Role Overview: As a part of DBS Consumer Banking Group, your role is crucial in providing differentiated customer experiences and leading through service. Your main responsibility will be to embed a service culture for all customer touchpoints, particularly in complaint resolution and client communication. Key Responsibilities: - Own and close each client escalation within 24 hours, keeping the client informed in case of any delays and resolution dates. - Adhere to Service Management Principles by increasing client interactions and ensuring they are handled as per the RED Service standards. - Ensure 100% coverage and contact-ability of all clients under various service-led campaigns in CRM. - Cover all qualified Treasures every quarter and implement CBG Client Contact Management Policy effectively. - Maintain customer satisfaction scores and problem resolution scores as per the set standards. - Support the sales team in acquiring customers digitally and monitor risk and governance factors of the branch. Qualifications Required: - Minimum 6 to 8 years of front line client experience with a leading bank or financial institution. - Graduate/Postgraduate degree. - Core competencies include taking ownership of customer issues, embedding a service culture, and supporting sales teams in acquiring customers digitally. - Technical competencies include knowledge of banking terminologies, branch banking processes, and digital banking. - Experience with CRM applications and proficiency in MS-Office applications like WORD, EXCEL, POWER POINT is preferred. (Note: Additional details about the company culture and behaviors were not provided in the job description.),