Assistant Vice President, Customer Experience… at DBS Bank · Mumbai

Job Purpose

To build performance trends and identify gap in customer experience metrics, nodal desk Operations & risk governance for CE. The activity is to be driven basis Data Analytics and MIS reports to provide strong insights on customer and employee experience along with publishing reports for regulatory requirements.

Key Accountabilities • Lead and manage the CE Reporting team responsible for CE dashboards and MIS. • Ensure accurate and timely internal and regulatory reporting. • Drive automation and reporting efficiency initiatives. • Build reporting SOPs, controls and governance framework. • Support internal and external audits through documentation and walkthroughs.

Job Duties & responsibilities

Manage end-to-end customer experience reporting operations. • Generate CE dashboards and performance reports for business and regulatory stakeholders. • Extract data from source systems using defined fields and business logic. • Validate reporting accuracy, completeness and timeliness. • Develop and automate reports using Excel, SQL, Python, Qlik Sense and other tools where applicable. • Create and maintain reporting SOPs, process maps and control documentation. • Provide reporting walkthroughs and explain methodologies, logic and reported numbers to auditors and stakeholders. • Partner with business, operations, technology and compliance teams. • Monitor reporting risks and implement corrective actions. • Support continuous improvement of CE metrics and reporting frameworks.

Required Experience

Experience in MIS, reporting, analytics or data management, with prior people management experience. Experience handling regulatory and management reporting is preferred.

Education / Preferred QualificationsBachelor’s Degree from a recognised University and MBA in analytics domain would be an added advantage.

Core Competencies

Strong leadership, stakeholder management, analytical thinking, communication skills, attention to detail, governance mindset, and ability to work under tight timelines. Technical Competencies

• Advanced Microsoft Excel
• Strong reporting and dashboarding skills
• knowledge of SQL, Python and Qlik Sense preferred.

Understanding of data extraction, data validation, automation, and reporting controls. Knowledge of customer servicing journeys and iServe reporting will be an added advantage.

Work Relationship Interact with senior management, operations, technology, compliance, audit, risk, and regulatory stakeholders.

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 Integrity

Location: Regional Office Mumbai

Job: Customer Service

Schedule: Regular

Employee Status: Full time