Associate, Treasures Service Manager, Consumer Banking Group

Key Accountabilities

• Deliver superior client servicing within defined turnaround times (TATs).
• Act as the primary service contact and ensure complete ownership of client requests and resolutions.
• Maintain high standards of operational control, compliance, and risk management.
• Ensure proactive engagement and regular interaction with TPC clients.
• Drive adoption and usage of digital banking solutions and channels.
• Support Relationship Managers in enhancing client experience and strengthening relationships.
• Generate referrals and identify cross-sell opportunities through superior service delivery.
• Ensure seamless execution of KYC and all client-related compliance requirements.

Job Duties & Responsibilities

• Liaise with branches and internal support teams to resolve operational and service-related requests.
• Achieve high First Time Resolution (FTR) rates for client requests and service issues.
• Ensure monthly client contactability and engagement through CCM.
• Manage KYC reviews and all compliance-related processes for assigned clients.
• Conduct welcome calls for all New-to-Bank (NTB) clients.
• Drive usage and adoption of Online Banking, Mobile Banking, Debit Cards, and Credit Cards.
• Ensure timely resolution of all non-technical complaints within defined service standards.
• Partner with Relationship Managers to conduct regular client meetings and strengthen relationships.
• Identify opportunities to cross-sell relevant banking products and services.
• Generate client referrals through exceptional service experiences.
• Support Relationship Managers in deepening client relationships and increasing wallet share.
• Maintain a client-first approach while ensuring complete ownership of operational and servicing requirements.
• Coordinate with internal stakeholders to ensure seamless execution of client requests and deliver an outstanding client experience.

Requirements

• Minimum 10 years of relevant experience in client servicing, wealth management, private banking, or relationship support functions.
• Minimum 5 years of experience servicing HNI/UHNI clients.
• Strong understanding of wealth management and private banking service standards.
• Proven ability to manage client relationships and service delivery in a fast-paced environment.
• Experience handling operational processes, client servicing, and compliance requirements.
• Strong customer service orientation and problem-solving capabilities.

Education / Preferred Qualifications

• Graduate or Postgraduate degree.
• MBA preferred.

Core Competencies

• Client Relationship Management
• Service Excellence & Customer Experience
• Stakeholder Management
• Problem Solving & Resolution Management
• Communication & Interpersonal Skills
• Operational Effectiveness
• Client-Centric Mindset
• Result Orientation & Ownership

Technical Competencies

• Understanding of Wealth Management and Private Banking products and services.
• Knowledge of KYC, AML, and regulatory compliance requirements.
• Familiarity with Digital Banking platforms and customer servicing tools.
• Understanding of banking operations, service processes, and complaint management.
• Ability to coordinate with multiple stakeholders for seamless service delivery.

Work Relationship

• Close partnership with Relationship Managers to support client engagement and growth.
• Regular interaction with Branch Operations, Service Teams, Compliance, and other support functions.
• Collaboration with Product and Digital Banking teams to improve customer adoption of banking solutions.
• Direct engagement with Treasures Private clients to ensure superior service delivery and satisfaction.

DBS India – Culture & Behaviours

• Demonstrate business performance through PRIDE 2.0 value-based propositions.
• Ensure customer focus by delighting customers and reducing complaints.
• Build pride and passion to protect, maintain, and enhance DBS's reputation.
• Continuously enhance knowledge, skills, and competencies.
• Execute with speed while maintaining service excellence and operational accuracy.
• Uphold the highest standards of honesty, integrity, and professionalism.

Location:

Mumbai

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time