Assistant Vice President, Specialist, User Experience Journey, Corporate Banking

DBS · Mumbai

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Job Purpose

To ensure Timely & Quality management of Complaints, correct reporting’s, Trend Analysis to identify root cause and work with stakeholders to reduce complaints

Key Accountabilities

Complaints TAT reduction

Correct RBI/MAS Reporting oversight

Thematic Analysis of complaints to identify Process/Journey Gaps and fix the same to reduce customer complaints

Job Duties & responsibilities

• Govern all complaints received from customers of Institutional Banking Group
• Daily monitor and reduce Complaints TAT
• Ensure Quality of response
• Prepare RCA
• Identify Gaps looking at complaints trend and play a key role in working closely with stakeholders towards process & product improvement
• Review RBI reporting/Audits
• Review and submit Group reporting
• Work closely with Internal Ombudsman
• Present the complaints details analysis and initiatives taken to bring down complaints or address Root Cause – to Board Members and Senior management quarterly
• Maintain and Publish Complaints dashboard
• Conduct Trainings/ share insights and learnings with frontline

Required Experience

Mandatorily worked in Banking Complaints Management in previous role.

Education / Preferred Qualification

Post Grad

Core Competencies

Understanding of RBI Circulars related to Customer Service and Complaints Governance. Complaints Management. Complaints Data Analysis to map and identify trends. Identify Journey breaks/pain points and lead conversations with stakeholders to fix the same.

Work Relationships

• Govern all complaints received from customers of Institutional Banking Group
• Daily monitor and reduce Complaints TAT
• Ensure Quality of response
• Prepare RCA
• Identify Gaps looking at complaints trend and play a key role in working closely with stakeholders towards process & product improvement
• Review RBI reporting/Audits
• Review and submit Group reporting
• Work closely with Internal Ombudsman
• Present the complaints details analysis and initiatives taken to bring down

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