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Senior Officer/Analyst, Embassy Service Manager, Consumer Banking Group
BFSI (Operations & Lending)
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Job Description
- Differentiated Customer Experiences Leading through Service
Embed service culture for all customer touchpoints particularly complaint resolution and client communication.
Job Duties & Requirements
- Providing service to Embassy accounts and diplomats
- Closely working with Embassy RMs on day to day basis
- Take ownership and be accountable for all customer service requests / issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
- Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
- Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
- Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
- Support the CSOs (Client Service Officers) on daily BAU as per requirement
- Co-ordinate with support functions for ad-hoc banking related requirement received from clients
- Customer service lobby management (client walk-ins) Diplomats and Embassy bearers
- Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM
- Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management
- Resolution of all branch requests and enquiry within stipulated TATs
Minimum 6-7 years of front line client experience with a leading bank or financial institution.
Education / Preferred Qualifications
Graduate/Postgraduate
Core Competencies
- Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
- Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
- Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
- Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
- Support the CSOs (Client Service Officers) on daily BAU as per requirement
- Co-ordinate with support functions for ad-hoc banking related requirement received from clients
- Customer service lobby management (client walk-ins) for Diplomat and Embassies
- Maintain and grow relationships with each Diplomat client by ensuring and establishing individual connect outside of CCM
- Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management
- Resolution of 95% of branch requests and enquiry within stipulated TATs
- Ensure resolution of 100% complaints within 1 day
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- Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI
- Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINT
- Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-due
- Ensure all Embassy and Diplomat clients are given priority processing and attention
- Ensure timely closure of Deferrals taken within the stipulated timelines
India-Delhi-Vasant Vihar
Job
Customer Service
Schedule
Regular
Job Type
Full-time
Job Posting
Nov 3, 2025, 6:30:00 PM
Skills
Account OpeningBranch BankingFrontConsumer BankingIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
DBS Bank, a leading financial services group in Asia, drives digital innovation to redefine banking experiences. With a commitment to making banking seamless and accessible, DBS Bank leverages cutting-edge technology to empower customers and businesses alike. DBS Bank Careers offer exciting opportunities for individuals seeking to shape the future of finance. Whether in banking operations, technology, or wealth management, joining DBS Bank means being part of a progressive organization that values innovation and collaboration. With a focus on nurturing talent and fostering a diverse workforce, DBS Bank provides a platform for professional growth and development. Explore DBS Bank Careers for a chance to make a meaningful impact in the financial industry.
Important dates & deadlines?
Application Deadline
23 Dec 25, 02:23 PM IST
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Senior Officer/Analyst, Embassy Service Manager, Consumer Banking Group
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