AVP, Specialist Strategic Business Planning, Consumer Banking
DBS Bank
- Singapore
- Permanent
- Full-time
- Develop & implement innovative process to maturity, leading to unique customer journey leading to positive financial impact.
- Initiate changes to reduce individual/corporate branch arrival behaviour through journey improvements/changes using available service points.
- Responsible for the leading and providing strategic direction to teams managing customer feedback, establishing and monitoring service standards and training the frontline staff with required skills
- Explore new opportunities to further drive customer satisfaction
- Proactively review key existing EJ/CJ for the branch channel; identifying pain points to be resolved and formulating action plans to resolve these pain points.
- To manage and drive continuous improvement in Quality Management leading to service excellence aligned to RED Asian Service Standards
- Identify common feedback from customer complaints, escalations, satisfaction surveys and compliments and establish a process of service recovery for dissatisfied customers
- Support CBG branch banking to establish trends and recommend opportunities or improvement to customer management
- Data driven & Agile
- Be comfortable with data, asks and acquire the data needed
- Comfortable with Excel to analyse and determine hypothesis for actions
- Use data to validate or design simple experiments to test hypothesis
- Be ready to work in a project squad with other stakeholders
- Prepare concise materials/reports for internal updates
- Focus on the CJ/EJ
- Encourage migration through both in-branch journey improvement
- Clear EJ and simple comms
- Use targeted communication to encourage avoidance of branch arrivals through use of alternative channels
- Control and Compliance Management
- Adheres to established controls when designing migration journeys
- Adequate machine tests as appropriate
- Understands branch controls to conform to Audit and Compliance requirements
- Personal Development
- Consistently upgrade and develop new skills through continual training, education and observations
- Lead/Participate in bank’s initiatives / related activities
- Be creative, Be digital
- Minimum 2 years experience with a bachelors degree in a relevant field
- Personal Attributes
- Good organisational skills
- Strong interpersonal skills
- Good analytical/problem solving skill
- Good written and verbal communication skills
- Excellent team player
- Technical/Professional knowledge and experience
- Possess a sound knowledge of the Bank’s products & services.
- Familiar with customer metrics in branch
- Understanding design thinking is a plus