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DBS Bank
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Senior Associate, Specialist, Customer & Employee Experience

Senior Associate, Specialist, Customer & Employee Experience

DBS Bank

5 - 10 years

25 - 30 Lacs

Mumbai

Posted:5 days ago| Platform:

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Skills Required

Loans Data analysis Trade finance Process improvement Trend analysis Commercial banking Customer experience Investment banking Stakeholder management Continuous improvement

Work Mode

Work from Office

Job Type

Full Time

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

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.

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 .

-en

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Senior Associate, Specialist, Customer & Employee Experience