About DBS:
As Asia's leading bank, DBS is committed to helping our customers achieve their financial aspirations. Our Consumer Banking Group offers a comprehensive suite of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, designed to meet customer needs at every life stage. We pride ourselves on delivering exceptional financial solutions tailored to our customers.
The Opportunity:
We are seeking a highly motivated and experienced Senior Complaint Handling Officer to join our team. In this critical role, you will be responsible for managing and resolving customer escalations and grievances, ensuring a timely and high-quality resolution process. This position requires a proactive individual with robust communication skills and a deep understanding of banking and credit card products.
Key Responsibilities:
- Complaint Management: Oversee and manage all escalated complaints received through various channels, including Nodal and Presidential escalations, CPGRAM, INGRAM, CMS, and other complaint portals.



This includes comprehensive handling of Banking Ombudsman complaints.
- Resolution and Adherence: Facilitate complaint resolution within defined Service Level Agreements (SLAs), ensuring adherence to professional standards of behavior and conduct in all interactions with customers and colleagues.
- Service Improvement: Proactively identify opportunities to enhance service performance and contribute to overall complaint management strategies for the bank.
- Stakeholder Collaboration: Provide appropriate responses based on the inquiry type within stipulated response times and escalate to internal stakeholders as necessary for resolution or official communication. Collaborate effectively with the Customer Experience (CE) team and other internal stakeholders to drive continuous improvement in processes, products, and services based on complaint insights.
- DBS Culture & Values: Exemplify DBS's PRIDE values (Purpos

📌 Senior Associate, Grievance Redressal Officer, Consumer Banking Group (Mumbai)
🏢 DBS Bank
📍 Mumbai