Associate, Treasures Service Manager, Consumer Banking Group

DBS · Mumbai

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Business Function

As the leading bank in Asia, DBS Consumer Banking Group is uniquely positioned to help customers realize their dreams and ambitions. As a market leader in consumer banking, DBS offers a comprehensive suite of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, helping customers achieve their financial aspirations at every stage of life.

DBS Treasures Private is dedicated to delivering exceptional wealth management and banking experiences to Ultra High Net Worth Individuals (UHNI) through personalized engagement, superior service standards, and holistic financial solutions.

Job Purpose

The Treasures Private Client (TPC) Service Manager is responsible for delivering proactive, prompt, and superior service experiences to Ultra High Net Worth (UHNI) clients. The role focuses on ensuring seamless servicing, managing operational requests, driving client engagement, maintaining compliance standards, and partnering with Relationship Managers to deepen client relationships and enhance overall customer satisfaction.

Key Accountabilities

• Deliver superior client servicing within defined turnaround times (TATs).
• Act as the primary service contact and ensure complete ownership of client requests and resolutions.
• Maintain high standards of operational control, compliance, and risk management.
• Ensure proactive engagement and regular interaction with TPC clients.
• Drive adoption and usage of digital banking solutions and channels.
• Support Relationship Managers in enhancing client experience and strengthening relationships.
• Generate referrals and identify cross-sell opportunities through superior service delivery.
• Ensure seamless execution of KYC and all client-related compliance requirements.

Job Duties & Responsibilities

• Liaise with branches and internal support teams to resolve operational and service-related requests.
• Achieve high First Time Resolution (FTR) rates for client requests and service issues.
• Ensure monthly client contactability and engagement through CCM.
• Manage KYC reviews and all compliance-related processes for assigned clients.
• Conduct welcome calls for all New-to-Bank (NTB) clients.
• Drive usage and adoption of Online Banking, Mobile Banking, Debit Cards, and Credit Cards.
• Ensure timely resolution of all non-technical complaints within defined service standards.
• Partner with Relationship Managers to conduct regular client meetings and strengthen relationships.
• Identify opportunities to cross-sell relevant banking products and services.
• Generate client referrals through exceptional service experiences.
• Support Relationship Managers in deepening client relationships and increasing wallet share.
• Maintain a client-first approach while ensuring complete ownership of operational and servicing requirements.
• Coordinate with internal stakeholders to ensure seamless execution of client requests and deliver an outstanding client experience.

Requirements

• Minimum 10 years of relevant experience in client servicing, wealth management, private banking, or relationship support functions.
• Minimum 5 years of experience servicing HNI/UHNI clients.
• Strong understanding of wealth management and private banking service standards.
• Proven ability to manage client relationships and service delivery in a fast-paced environment.
• Experience handling operational processes, client servicing, and compliance requirements.
• Strong customer service orientation and problem-solving capabilities.

Education / Preferred Qualifications

• Graduate or Postgraduate degree.
• MBA preferred.

Core Competencies

• Client Relationship Management
• Service Excellence & Customer Experience
• Stakeholder Management
• Problem Solving & Resolution Management
• Communication & Interpersonal Skills
• Operational Effectiveness
• Client-Centric Mindset
• Result Orientation & Ownership

Technical Competencies

• Understanding of Wealth Management and Private Banking products and services.
• Knowledge of KYC, AML, and regulatory compliance requirements.
• Familiarity with Digital Banking platforms and customer servicing tools.
• Understanding of banking operations, service processes, and complaint management.
• Ability to coordinate with multiple stakeholders for seamless service delivery.

Work Relationship

• Close partnership with Relationship Managers to support client engagement and growth.
• Regular interaction with Branch Operations, Service Teams, Compliance, and other support functions.
• Collaboration with Product and Digital Banking teams to improve customer adoption of banking solutions.
• Direct engagement with Treasures Private clients to ensure superior service delivery and satisfaction.

DBS India – Culture & Behaviours

• Demonstrate business performance through PRIDE 2.0 value-based propositions.
• Ensure customer focus by delighting customers and reducing complaints.
• Build pride and passion to protect, maintain, and enhance DBS's reputation.
• Continuously enhance knowledge, skills, and competencies.
• Execute with speed while maintaining service excellence and operational accuracy.
• Uphold the highest standards of honesty, integrity, and professionalism.

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