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 Prospect
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 qualified 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 solid working relationships with key internal stakeholders to drive customer-centric outcomes and process improvements.
Culture & Performance: Drive a high-performan

📌 Assistant Vice President, Grievance Redressal Lead, Consumer Banking Group Mumbai (India)
🏢 DBS Bank
📍 India