Analyst Treasures Service Manager
DBS Bank Ltd is a Singapore-based bank providing personal, SME, corporate, institutional, wealth management, financial markets, and digital banking services. Its clients include consumers, small and medium-sized businesses, corporations, and institutional customers.
About DBS Bank Ltd
DBS Bank Ltd provides banking products and services including accounts, cards, insurance, loans, investments, digital banking, payments, trade finance, foreign exchange, commodities, investment solutions, and derivatives clearing. Through its SME business, it supports businesses with financing, cash-flow management, online banking through DBS IDEAL, sustainability programmes, and business-growth initiatives. The bank serves personal customers, SMEs, corporate and institutional clients, and wealth-management customers across its regional markets.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own and close client escalations, communicate delays and resolution dates, and manage customer complaint journeys. You will complete service-led client-contact campaigns, update CRM records, support client-service officers and sales teams, coordinate banking requests, monitor branch risk, and ensure timely complaint and enquiry resolution.
Requirements
- 6–8 years of frontline client experience with a leading bank or financial institution
- Graduate or postgraduate qualification
- Knowledge of banking terminology
- Knowledge of branch banking processes
- Knowledge of digital banking
- Knowledge of UPI
- Experience with CRM applications
- Knowledge of Word, Excel, and PowerPoint
Responsibilities
- Own and close each client escalation within 24 hours
- Inform clients of delays and resolution dates when resolution exceeds 24 hours
- Handle client interactions according to RED Service standards
- Complete service-led client-contact campaigns in CRM
- Implement the CBG Client Contact Management Policy
- Cover 20 unique clients monthly under CCM and update CRM
- Manage customer complaint journeys and pursue first-time resolution
- Support sales teams with digital customer acquisition
- Monitor and address branch risk and governance factors
- Support client service officers with daily business-as-usual work
- Coordinate ad hoc banking requirements with support functions
- Manage client walk-ins for mapped branches
- Maintain Treasure client relationships
- Resolve branch requests, enquiries, and complaints within stipulated turnaround times
- Complete pending risk reviews, CRM, AML, Re-KYC, EWSS, and surveillance alerts