Associate, Digital Channel Management Specialist, Consumer Banking Group

Job Purpose

Digital revolutions are set to change the way we live, work and play. That’s why we’ve spared no effort in ensuring we are at the forefront of this new generation. The Digital Banking team plays an instrumental role in DBS's push in the innovation space. We lead the digital strategy for consumer banking and build the foundations critical for the desired digital customer journey.

Key Accountabilities

Management of day-to-day digital customer issues and system support to achieve customer satisfaction and friction less experience on our digital channels. Perform troubleshooting, logging of incident tickets, support investigations and ensure timely closure of issues with Tech. Perform and support activities such as updating system scheduled maintenance and providing timely customer communications and user training. Provide post-implementation support to ensure all issues are escalated and resolved in a timely manner. Liaise with touch points on customer resolutions and/or service recovery on timely manner.

Job Duties & responsibilities

• Customer Issues & System Support
• Servicing & Customer Experience Management

Review customer satisfaction through tracking of support demand, and issue resolution turnaround time. Perform analysis through data collated and identify process improvement or enhancement plans to reduce negative customer impact and improve overall customer satisfaction. Collaborate with journey owners to resolve identified customer journey gaps. Drive and execute channel process improvements to achieve operational excellence and better employee journeys.

Requirement:

• Minimum 3 years’ experience in the customer service and production support or banking industry preferably with strong knowledge on retail products
• Experienced in digital channel management, gathering business requirement
• Good understanding of banking products and related processes
• Excellent communication skills with the ability to instantly connect with people and manage ongoing relationships for positive outcomes
• A positive attitude in the work is a must
• Customer-centric and think out of the box
• Keen interest in emerging digital trends and how to apply them to improve our digital customer experience.
• Strong and effective communicator.
• Ability to analyse and resolve problems with the use of data and customer feedback.
• Self-motivated with a strong sense of ownership and accountability.
• Able to apply design and experience thinking

Location: DBS Asia Central Job: Digital Schedule: Regular Employee Status: Full time

DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.