Senior Officer Specialist Contact Centre Consumer Banking Technology And Operations

Business Function

Group Operations enables and empowers the bank with an efficient, nimble, and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels. As an Operations Department, we embrace and reinforce the strong PRIDE! culture that is built up in DBS. This is done through strategic focus on training and improving staff capability, empowerment, productivity, teamwork, innovation & technology, managing operational risks & strongly collaborating with our business partners in delivering excellent RED service to our customers.

Job Purpose

To manage and resolve customer complaints efficiently within regulatory guidelines (RBI/BO), ensuring timely closure, customer satisfaction, and adherence to internal SLAs while minimizing escalation risks.

Key Accountabilities

• Ensure end-to-end resolution of complaints within defined TAT/SLA timelines
• Maintain low escalation rate (BO / RBI / Senior Management complaints)
• Drive accurate RCA documentation and preventive action tracking
• Ensure compliance with regulatory and audit requirements in complaint handling
• Improve customer experience through timely updates and quality resolutions
  
  

• Handle assigned complaints across channels (calls, emails, regulatory portals)
• Investigate cases thoroughly by coordinating with internal stakeholders (operations, collections, branches, tech teams)
• Provide clear, compliant, and customer-friendly responses
• Perform root cause analysis (RCA) and identify systemic issues
• Ensure proper documentation and closure remarks for audit readiness
• Monitor repeated complaints and highlight trends for escalation
• Adhere to call handling protocols and quality standards (where applicable)
• Ensure proactive customer communication and follow-ups until closure
  
  

• 2–5 years of experience in banking & cards operations / customer service / complaints handling
• Experience in handling escalations, grievance redressal, or collections-related complaints preferred
  
  

• Graduate (mandatory)
  
  

• Strong communication and customer handling skills
• Good analytical and problem-solving ability
• High level of ownership and accountability
• Ability to work under tight timelines (TAT-driven environment)
• Attention to detail and accuracy (audit readiness)
  
  

• Knowledge of cards products (collections, customer servicing)
• Understanding of RBI regulations and complaint handling norms
• Proficiency in MS Excel (trackers, reporting) and email drafting
  
  

• Internal: Operations teams, Collections, Branch staff, QA, Compliance, Tech teams
• External: Customers, regulatory bodies (RBI / Banking Ombudsman)
  
  

• Drive Performance Through Value Based Propositions
• Ensure Customer Focus by Delighting Customers & Reduce Complaints
• Build Pride and Passion to Protect, Maintain and Enhance DBS’ Reputation
• Enhance Knowledge Base, Build Skill Sets & Develop Competencies
• Invest in Team Building & Motivation through Ideation & Innovation
• Execute at Speed While Maintaining Error Free Operations
• Develop a Passion for Performance to Grow Talent Pool
• Maintain the Highest Standards of Honesty and In