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Senior Associate, Change Management Executive, Customer Centre, Group CSH
Dbs Bank

Senior Associate, Change Management Executive, Customer Centre, Group CSH

Dbs Bank
5-7 Years
Not Disclosed
  • Posted 14 days ago
  • Be among the first 10 applicants

Job Description

Role Overview:

Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers experience and lead to service excellence.

Roles & Responsibilities:

  • Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes.
  • Gather and analyse data and trends, using findings to inform strategic recommendations.
  • Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions.
  • Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre's objectives.
  • Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals.
  • Contribute ideas for new strategies that enhance customer satisfaction, promoting a culture of creativity and innovation.
  • Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre.
  • Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.
  • Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.
  • 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.
  • Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills
  • Deep understanding of human-centered design approach
  • Able to facilitate ideation and workshops leveraging multiple frameworks e.g., customer journey mapping.
  • Able to uphold good working relationship with stakeholders.

Core Competencies:

  • Good interpersonal & communication skills
  • Able to work independently and in a group, demonstrating leadership and teamwork where situation requires
  • Good planning & organisational skills
  • Self-motivated team player
  • Good judgment and problem-solving skills
  • Resourceful and able to make decisions to resolve various issues

Technical Competencies:

  • Strong Process Improvement Skills
  • Proficient in MS office tools
  • Knowledge in Customer Centre systems
  • Knowledge of Customer Requirements
  • Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction

Location:

DBS Asia Hub

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Customer Service
Employment Type:
Full time

Key Skills

Customer Requirements
Customer Satisfaction

Service Level Abandonment Rate

Unit Costs

Ms Office Tools

Gen AI

Customer Centre systems

Process Improvement Skills

About Company

Last Updated: 24-10-2026 04:44:15 AM

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