VP, Generalist, Private Partners Services, COO Office (Private Banking)

Business Function
DBS’ Private Banking offers a one-stop, full-service touch-point for total banking requirements and provides the highest level of personalised banking. We have a team of dedicated, experienced investment advisors who identify opportunities in the various asset classes and employ the best strategies and product vehicles to cater to each client’s needs. Coupled with partnerships within the DBS network and with global institutions, we strive to build long-term relationships with our Private Banking clients in Asia by providing them with high quality, timely and extensive wealth management, investment and financial solutions.
Responsible for supporting the monitoring and investigation of complaint cases from internal and external sources and regulators; facilitating regulatory inspections, reporting, surveys, gap analysis, and internal audits relating to complaints; driving continuous review and improvement of complaint and client feedback handling processes; providing advisory support for Private Bank account management; and supporting projects to enable new processes and enhance existing processes within the Private Bank.
Responsibilities:
Handling of client complaints in a seamless and frictionless manner. Investigate the cause of the complaints by liaising with relevant parties to ensure timely communication with client on behalf of the Bank in relation to their complaint cases
Prepare management reports and presentations on compliant case statistic and update on a regular basis
Ensure timely recording, classification, customer reply, investigation and follow-up actions for all complaint handling cases according to the relevant policies and procedures
Involve in devising implementation plan on complaint/client feedbacks handling process in light of regulatory changes and development
Drive process changes arising from new internal & external requirements; negotiate and coordinate with key stakeholders for the development and design of workflow and systems for efficient operations
Other duties and responsibilities as assigned by supervising manager
Job Requirements:
Degree holder preferably in Business, Finance, Law, Economics or related disciplines
At least 5 years of relevant work experience in the legal/financial industry. Preferably with field experience of complaint handling, risk management, internal audit or compliance.
Experience in customer management
Good understanding of relevant HKMA and SFC rules, FATCA/CRS regulations, practices and guidelines is preferred.
Good knowledge on private banking products & process
Possess good interpersonal and robust written and verbal communication skills
Self-motivated, enthusiastic, organized and ability to multi-task
Able to work independently and as part of a team
Meticulous with good analytical skills
Excellent knowledge of MS Office - Microsoft PowerPoint, Word, and Excel a must
Language proficiency in both written and spoken English and Chinese
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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
We regret only shortlisted candidates will be notified.
Location:
One Island East
Job:
Customer Service
Schedule:
Regular
Employee Status:
Full time