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DBS

Assistant Vice President, Specialist, User Experience Journey, Corporate Banking

Mumbai

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hirly's read of this role

Seniority
Executive
Country
IN
Work mode
On-site / unstated
First seen by hirly
26 Oct 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

Job Purpose

To ensure Timely & Quality management of Complaints, correct reporting’s, Trend Analysis to identify root cause and work with stakeholders to reduce complaints

Key Accountabilities

Complaints TAT reduction

Correct RBI/MAS Reporting oversight

Thematic Analysis of complaints to identify Process/Journey Gaps and fix the same to reduce customer complaints

Job Duties & responsibilities

  • Govern all complaints received from customers of Institutional Banking Group
  • Daily monitor and reduce Complaints TAT
  • Ensure Quality of response
  • Prepare RCA
  • Identify Gaps looking at complaints trend and play a key role in working closely with stakeholders towards process & product improvement
  • Review RBI reporting/Audits
  • Review and submit Group reporting
  • Work closely with Internal Ombudsman
  • Present the complaints details analysis and initiatives taken to bring down complaints or address Root Cause – to Board Members and Senior management quarterly
  • Maintain and Publish Complaints dashboard
  • Conduct Trainings/ share insights and learnings with frontline

Required Experience

Mandatorily worked in Banking Complaints Management in previous role.

Education / Preferred Qualification

Post Grad

Core Competencies

Understanding of RBI Circulars related to Customer Service and Complaints Governance. Complaints Management. Complaints Data Analysis to map and identify trends. Identify Journey breaks/pain points and lead conversations with stakeholders to fix the same.

Work Relationships

  • Govern all complaints received from customers of Institutional Banking Group
  • Daily monitor and reduce Complaints TAT
  • Ensure Quality of response
  • Prepare RCA
  • Identify Gaps looking at complaints trend and play a key role in working closely with stakeholders towards process & product improvement
  • Review RBI reporting/Audits
  • Review and submit Group reporting
  • Work closely with Internal Ombudsman
  • Present the complaints details analysis and initiatives taken to bring down

Location:

Mumbai

Job:

User Experience

Schedule:

Regular

Employee Status:

Full time

Original posting on DBS's site ↗

Listed on hirly, a job board. hirly is not the employer: DBS is hiring for this role.

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