Senior Manager, Customer Feedback Management, Consumer Banking Group and Wealth Management
DBS Bank
China
11天前

DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth : Greater China, Southeast Asia and South Asia.

The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named Asia’s Best Bank by The Banker, a member of the Financial Times group, and Best Bank in Asia-

Pacific by Global Finance. The bank has also been named Safest Bank in Asia by Global Finance for eight consecutive years from 2009 to 2016.

Responsibilities

  • Act as the Complaint Officer of the Bank for contact by HKMA, SFC and FDRC in relation to customer complaints.
  • Handle serious / priority complaints personally to reinforce the Bank’s reputation, turn complaints to business and minimise financial losses arisen from claims for damages.
  • Promptly alarm the management whenever there is illegal / improper practices / high reputational risk, / financial loss attributed to claims for compensation as identified in the course of customer complaints handling.
  • Remind and ensure all complaint handling staff the internal and external requirements and standards of customer complaints handling.
  • Monitor and reflect to related management in case they are not compliant with the requirements and standards.

  • Regularly review and refine, as appropriate, the Operation Manual on Complaints Handling for the Bank as a whole.
  • Review regularly and improve, as appropriate, the complaint handling process and the complaint management system to ensure customer expectation and our business requirements are met.
  • Organise / Recommend training workshops & training materials on complaint handling for both CB & Wealth Management staff (in particular the Complaint Handling Officers in different CB BUs / SUs) and staff under other divisions to ensure that they are well equipped with the relevant knowledge and techniques in resolving complaints efficiently & effectively.
  • Enable the production of meaningful complaint reports by accurate analysis and categorisation of complaint nature, root cause, responsible unit and etc.
  • Requirements

  • University or equivalent professional qualification.
  • Good academic results in English and Chinese Language Studies. Mandarin is a plus.
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