Assistant Vice President, Grievance Redressal Lead, Consumer Banking Group

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. We offer a full spectrum of products and services—including deposits, investments, insurance, mortgages, credit cards, and personal loans—designed to meet customer needs at every life stage. Our financial solutions are not only the best in the business; they are crafted to provide a seamless and joyful banking experience.

The Opportunity

We are seeking a highly motivated and experienced Team Lead to head our Grievance Redressal team within the Consumer Banking Group. In this leadership role, you will oversee the end-to-end management of customer escalations, mentor a high-performing team, and drive strategic improvements in our complaint handling framework.

Responsibilities

- Team Leadership & Mentorship: Lead, guide, and mentor a team of grievance officers to foster professional growth, operational excellence, and adherence to DBS PRIDE values and Asian Service principles.
- Escalation Management: Oversee the resolution of high-stakes complaints, including Nodal, Presidential escalations, Banking Ombudsman cases, and sensitive queries from various portals (CPGRAM, INGRAM, etc.).
- Checker & Quality Assurance: Act as a final reviewer for complaint resolutions to ensure accuracy, high quality, and strict compliance with internal controls and regulatory standards.
- Operational Excellence: Track performance metrics (TAT, FCR, CSAT) and ensure team-wide adherence to Service Level Agreements (SLAs).
- Root Cause Analysis & Strategy: Conduct deep-dive analysis of complaint trends to identify systemic issues and collaborate with product, legal, and compliance teams to implement long-term process enhancements.
- Stakeholder Management: Build and maintain strong working relationships with key internal stakeholders to drive customer-centric outcomes and process improvements.
- Culture & Performance: Drive a high-performance culture focused on speed, accuracy, and customer delight, ensuring all operations are conducted with the highest standards of integrity.

Requirements

- Total Experience: 8–10 years of experience in the banking or financial services industry, with a strong background in retail banking, grievance redressal, escalations, or customer experience management.
- Leadership Experience: A minimum of 3-4 years in a Team Lead or supervisory role managing team workflows, performance coaching, and talent development.
- Domain Expertise: Deep understanding of Banking Ombudsman guidelines, reputational risk management, and regulatory complaint handling frameworks.
- Analytical Skills: Strong ability to leverage data (and tools like Excel/Power BI/Tableau) to perform Root Cause Analysis (RCA) and identify systemic gaps.
- Soft Skills: Exceptional communication (verbal and written) and stakeholder management skills; ability to articulate complex solutions clearly to both customers and internal leadership.
- Education: Graduate degree; professional certifications in quality management or customer experience are a plus.
- Mindset: Proactive problem solver, committed to customer centricity, and capable of working under pressure in a fast-paced environment.

Location:
Regional Office Mumbai

Job:
Customer Service

Schedule:
Regular

Employee Status:
Full time