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 Team Lead, Complaint Assignment & Analytics, to lead a team of Complaint Assignment Officers. This pivotal role involves strategic oversight of complaint assignment, meticulous management of Business As Usual (BAU) operations for mailboxes and portals, and leveraging strong technical and analytical capabilities to drive insights and enhance complaint management processes. The Team Lead will play a crucial role in collaborating with cross-functional teams, ensuring compliance, and providing critical data-driven support to the PNO on new projects and initiatives.
Key Responsibilities:




Team Leadership & Development: Lead, manage, and mentor a team of Complaint Assignment Officers, fostering a high-performance culture, promoting professional development, and ensuring adherence to service standards and SLAs. Design and manage scorecards and team boosting activities/Recognitions & Rewards (RnRs).
Business As Usual (BAU) Operations Management: Oversee and manage BAU activities related to mailboxes, portals, complaint assignment, complaint creation, and compliance around these items. Ensure productive and accurate handling of incoming communications (via email/letter) and case-related tasks. This includes meticulous mail triage, effective information dissemination, and proactive case management.
Complaint Assignment & Compliance: Segregate and categorize incoming mail, complaints from various external sources (e.g., email, letter, CMS portal, CPGRAMs, INGRAM, Banking Ombudsman). Create s

📌 Associate, Grievance Redressal Operations (Mumbai)
🏢 DBS Bank
📍 Mumbai