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 Bank's 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 Job Duties & responsibilities 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 Required Experience 2–5 years of experience in banking & cards operations / customer service / complaints handling Experience in handling escalations, grievance redressal, or collections-related complaints preferred Education / Preferred Qualifications Graduate (mandatory) Core Competencies 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) Technical Competencies Knowledge of cards products (collections, customer servicing) Understanding of RBI regulations and complaint handling norms Proficiency in MS Excel (trackers, reporting) and email drafting Work Relationship Internal: Operations teams, Collections, Branch staff, QA, Compliance, Tech teams External: Customers, regulatory bodies (RBI / Banking Ombudsman) DBS India - Culture & Behaviors 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 Location: DBS Bank Centre Job: Customer Service Schedule: Regular Employee Status: Full time DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. 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. 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 15 consecutive years from 2009 to 2023. 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 and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.