AVP, Specialist Strategic Business Planning, Consumer Banking - (WD63335)
Business Function
As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business - they were made just right for you.
Our team is responsible for developing and implementing strategies to drive business outcomes, which includes identifying market opportunities and customer value propositions by customer segments, as well as developing a customer-centric central engagement model. The team will work with various product teams to grow the income and profitability of the DBS/POSB Retail & Treasures customer segment by leveraging Customer Insights and Data-Driven Marketing.
Purpose
- 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
Responsibilities
- 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
Requirements
- 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
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.
Primary Location
: Singapore-DBS Asia Central
Job
: COO Office/Business Mgt & Support
Schedule
: Regular
Employee Status
:
Full-time
:
Job Posting
: Apr 16, 2024, 7:19:10 AM
Read Full Description