DBS is a leading financial services group in Asia with a presence in 18 markets. Headquartered and listed in Singapore, the bank's "AA-" and "Aa1" credit ratings are among the highest in the world. With its emphasis on engaging and empowering its staff, DBS presents exciting career opportunities. We acknowledge the passion, commitment and can-do spirit in all of our 27,000 staff. At DBS, we make things simpler for people, to help them live more and bank less.

Join us and together we can make banking joyful for everyone. www.dbs.com/careers
Vice President, Business Care (Service Quality, complaints handling & Risk Management) - WD05056

Business Function
Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities
* Lead a team to provide consistent and best-in-class service to a select group of premium customers, including Financial Institutions Group Ensure that customer enquiries & requests are attended to, managed & resolved in timely manner
* Handle Institutional customer complaints accordance to the Complaints Policy & Operations Manual
* Develop a series of risk management program to build up the risk awareness
* Work with Business Planning team to ensure adequate resourcing to deliver quality service.
* Ensure that the structure of team is optimized to deliver with quality; balancing business focus, capability and cost

Requirements
* Degree holder
* Minimum 8-10 years’ experience in operations preferably in a call centre or operational environment in the financial industry
* Service oriented, demonstrable experience of strong focus on customer experience.
* Analytical, able to draw trends & interpret statistics. Overall comfortable with data.
* Demonstrable track record in leading & developing small but highly intelligent & strategic teams
* Good presentation, communication & articulation skills
* Team player; demonstrable ability to collaborate widely across the organization
* Good command of written and spoken English and Chinese

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.

Personal data provided will be used for recruitment and related purposes, strictly in accordance with our Personal Data Policy for Applicants for Employment, a copy of which is available on request. Applicants who are not contacted within 6 weeks may consider your applications unsuccessful. However, you may be considered for other suitable positions within DBS and its related companies over a 2-year period, after which your personal data will be destroyed.