AVP, Customer Centre Team Manager, CBGO, Group COO

AVP, Customer Centre Team Manager, CBGO, Group COO-(WD76625)

Role Overview:

To lead, coach & manage a team of Customer Service Officers (CSOs)

To monitor individual and team performance and ensure KPIs are met to achieve customer 
satisfaction, operational efficiency and teamwork

Managing daily operations, coaching and developing team members and implementing 
strategies to enhance productivity and customer satisfaction

Key Responsibilities:

Team Leadership

People management – Demonstrate effectiveness in developing and coaching team members in 
meeting individual & team service standards, campaign targets.

Directly accountable for 
individual appraisal and development

Motivate and enable high performing and customer centric individuals

Conduct regular team meetings and one-on-one sessions to provide feedback, address concerns 
and set objective

Managing the flow of information within the team through coherent communication and 
information sharing within the team structure

To consistently meet and exceed the Customer Centre targets set (KPI) without compromising 
on quality of service delivery

To achieve individual goals, drive team performance targets & Service Levels of the Customer 
Service Centre

Manage workforce scheduling to optimize coverage and minimize downtime.

To assist with calls 
servicing during call surges

Data Confidentiality and Data Breach prevention.

Strict compliance in maintaining customer’s 
information securely especially with the high accessibility to customer’s sensitive information like 
Identity, Address, income status, Account holdings, Account transactions, Contact details.

To 
ensure accuracy and compliant in all areas to prevent any data breach.

Flexibility in work deployment and projects when business needs arise

To adhere to professional standards of behaviour & conduct in dealing with customers & fellow 
staff

Address and resolve complex customer issues and handle customer’s escalation in a timely and 
effective manner

To proactively identify opportunities, broken journeys and process improvements within 
Customer Centre improving customer journeys.

Support and lead operation improvement 
initiatives.

Requirements:

Min 7 years of work experience while showcasing leadership qualities, preferably in a 
Contact Centre environment

To be at least Dual skilled trained if not Multi Skilled trained in Banking Products and Services.

Display strong leadership skills

Good interpersonal skills

Ability to champion the right culture with success

Mature with the ability to align to management decision and execute actions effectively and 
efficiently

Professional and friendly disposition.

Effective problem-solving skill

Primary Location

:Singapore-DBS Asia Central

Job

:Customer Service

Schedule

:Regular

Employee Status

:Full-time:

Job Posting

:Sep 3, 2025, 12:00:00 AM