Job Description

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 To ensure Timely & Quality management of Complaints, correct reportings, Trend Analysis to work with stakeholders to reduce complaints Key Accountabilities Complaints TAT reduction Correct RBI/MAS Reportings Thematic Analysis of complaints to identify Process/Journey Gaps and fix the same to deduct customer complaints Job Duties & responsibilities Govern all complaints received from customers of Institutional Banking Group Daily monitor and reduce Complaints TAT Ensure Quality of response Prepare RCA Identify Gaps looking at complaints trend and play a key role in working closely with stakeholders towards process & product improvement Responsible for RBI reporting Responsible for Group reporting Manage Internal Ombudsman Present the complaints details analysis and initiatives taken to bring down complaints or address Root Cause – to Board Members and Senior management quarterly Maintain and Publish Complaints dashboard Own and take for final decisioning of Arbitration cases Conduct Trainings if required Share insights and learnings with frontline Required Experience Mandatorily worked in Banking Complaints Management in previous role. Education / Preferred Qualification Post Graduation Core Competencies Understanding of RBI Circulars related to Customer Service and Complaints Governance. Complaints Management. Complaints Data Analysis to map and identify trends. Identify Journey breaks/pain points and fix the same.