Head of Client experience

Head of Client experience

6-7 years
Not Specified

Job Description

Position Title : Head SME Customer
Rank : Sr. Associate/AVP
Department :SME
Reports To : SMO Head
Job Purpose

  1. Delivery superior and efficient Customer Experience to SME customers.

  1. Work closely with the internal/external stakeholders Sales, product, operations teams and work on enhancing customer Experience.

Key Accountabilities

  1. Responsible for delivery of superior customer service experience

  1. Responsible for managing walk-in customers at the counter and initiate telephonic interactions with other key influencers and stake holders towards superior service delivery.

  1. Coordinate with Operations / other stakeholders for improving the customer experience.

  1. Ensure the customer transactions as processed by operations as per laid down operating procedures and with strict adherence to the laid down TAT's, highlight any lapses identified if any.

  1. Maximise customer satisfaction, retention and cross sell opportunities by maintaining Top Of the Class service standards in all client interactions (both internal clients and external clients).

  1. Maintain high level of knowledge across Cash Management Products, Trade Products, IDEAL, E Advise, Virtual Accounts, Doorstep Delivery etc, and keep it updated at regular intervals for entire sales team.

  1. Is expected to possess a good understanding of banking operating modules and should also be well versed with FEMA guidelines.

  1. As a Team Player, work closely with Relationship Managers, regional heads

  1. Be a permanent support for all customer engagement activities from time to time.

  1. Optimise cost for the bank. Critically examine key relationships to analyse the Cost-Benefit analysis and client profitability thereupon.

  1. Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.

  1. Comply with all internal process and compliance guidelines.

  1. Report all Suspicious Transactions to the City Head / Business Unit Head.

  1. Ensure the customer satisfaction surveys are conducted from time to time

  1. Handle marketing initiatives from time to time

  1. Work on any other special projects that are identified at any point of time.


  1. Minimum 6 to 7 years of experience in banking / financial services industry.

  1. Prior experience of banking and financial services will be preferable and an added advantage.

  1. Prior experience of team handling will be preferable and an added advantage

Education / Preferred Qualifications
Graduate / Post Graduates from Reputed Institutes
Core Competencies

  1. Be a self starter and a Go getter.

  1. Good understanding of the transactional processes, sound technical knowledge of Banking Operations.

  1. Good customer and relationship management skills.

  1. Good interpersonal and communications skills.

  1. Good problem solving, planning & organising skills.

  1. High Emotional Intelligence required to connect with and help customers. Ability to think aloud and empathise with customers.

Technical Competencies

  1. Sound understanding of cash management products and associated technology platforms and operational procedures.

  1. Understanding of regulatory guidelines on banking by RBI (local regulations in India) and local laws and regulations that impact businesses in general. Understanding of KYC requirements are critical.

  1. Knowledge of financial markets and products to assist in meaningful dialogue with clients.

  1. Strong understanding of KYC requirements and Anti money laundering policies.

Work Relationship

  1. Possess good working relationship and a high degree of team spirit and cooperation with relationship groups, viz., RMs as well as service partners in the bank such as Product Mgt, Operations, Finance, Legal etc,

  1. Establish rapport with our corporate clients so as to win their business, confidence and trust.

  1. Work closely with Sales and Product teams in India.

Job Details

About DBS

Job Source : careers.dbs.com

Similar Jobs

Career Advice to Find Better