JOB DETAILS

Senior Associate/ AVP, Client Services Manager, Customer Centre, Regional CSH, Group COO

CompanyDBS Bank
LocationSingapore
Work ModeOn Site
PostedJune 4, 2026
About The Company
DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's "AA-" and "Aa1" credit ratings are among the highest in the world. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia“ award by Global Finance for 14 consecutive years from 2009 to 2022. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets. DBS is committed to building lasting relationships with customers, as it banks the Asian way. Through the DBS Foundation, the bank creates impact beyond banking by supporting social enterprises: businesses with a double bottom-line of profit and social and/or environmental impact. DBS Foundation also gives back to society in various ways, including equipping communities with future-ready skills and building food resilience. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities. For more information, please visit www.dbs.com
About the Role

Role Overview

As a Client Services Manager, you will be exposed to various business functions and key strategic initiatives across the organization, which will provide you with a comprehensive understanding of the company's operations, enabling you to drive impactful decisions and contribute to business growth, strategic cost management and customer satisfaction.

Key responsibilities will include working closely with various stakeholders in cross-functional teams internally and externally to support key projects, streamline processes and identify opportunities for operational improvements to reduce interaction volume demand and enhance customer experience.

Key Accountabilities & Responsibilities

To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Strategic Objectives Support:

  • Contribute to the planning, execution and tracking of strategic initiatives aimed at enhancing customer experience, improving operational efficiencies, and reducing interaction volume demand for Customer Centre.

  • Collaborate with cross-functional teams to identify and drive initiatives that enhance both customer and employee experiences while ensuring alignment with overarching business objectives.

  • Key Decision Makers in MTJ Squads as M1, accountable for the overall outcome of the squad's objective and goals to deepen Customer Engagement and deliver a superior customer experience by owning the levers and drivers that impacts the outcome.

Data Analysis and Process Improvement:

  • Analyse key performance metrics and customer insights to identify trends, challenges, and opportunities for improvement.

  • Prepare detailed data analysis and presentations for informed decision-making, providing actionable recommendations for continuous improvements.

  • Track the progress of initiatives against established objectives, ensuring alignment with business goals. Proactively suggest adjustments to optimize performance and achieve KPIs.

Leadership & Management:

  • Take the initiative in leading and coordinating cross-functional teams to execute key strategic projects. fostering collaboration among diverse departments to ensure alignment and successful results.

  • Demonstrating strong decision-making and problem-solving skills in managing day-to-day operations. Ensure that team activities are aligned with broader organizational goals and contribute to long-term success.

  • To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Requirements:

  • Min 5 years of relevant experience in Customer Service in the Financial Services Industry

  • Strong data analytics skills and experience required,

  • Strong customer and business focus

  • Meticulous and analytical to pre-empt all challenges before implementation

  • Conceptual team player to be creative in problem solving while playing by the rules

  • Excellent written and verbal communication skills

  • Excellent relationship building & management skills

  • Inspiring individual and strong team player

Location:

DBS Asia Hub

Job:

Digital

Schedule:

Regular

Employee Status:

Full time
Key Skills
Data AnalyticsCustomer ServiceStakeholder ManagementProcess ImprovementStrategic PlanningProject ManagementProblem SolvingRelationship ManagementCross-functional CollaborationKPI ManagementCommunication SkillsDecision Making
Categories
Customer Service & SupportManagement & LeadershipFinance & AccountingData & Analytics
Job Information
📋Core Responsibilities
The role focuses on driving customer satisfaction and operational efficiency by leading strategic initiatives and streamlining processes within the Customer Centre. It involves analyzing performance metrics and collaborating with cross-functional teams to reduce interaction volume and enhance customer engagement.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
33731
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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