DBS Bank

Associate/ Senior Associate, Complaints Management - Institutional Banking Group- COO - (WD72144)

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 reporting’s, 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 reduct 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/painpoints and fix the same.

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.

Primary Location

: India-Maharashtra-Mumbai

Job

: User Experience

Schedule

: Regular

Employee Status

: 

Full-time

: 

Job Posting

: Feb 3, 2025, 2:30:00 AM