Analyst, Grievance Redressal Officer, Consumer Banking Group
Core
Manage and resolve escalated customer complaints and grievances across banking products, ensuring adherence to SLAs and driving service improvements.
Role type
Senior Complaint Handling Officer (via careerplan.io/jobs/WD86979-analyst-grievance-redressal-officer-consumer-banking-group-at-dbs)
Builds
Customer satisfaction and resolution outcomes for banking products
Domain
Consumer Banking / Financial Services
Deliverable
dashboards & analysis
Required skills
Complaint management, Root Cause Analysis, Data analysis, Stakeholder collaboration, SLA adherence, Performance KPI ownership
Preferred skills
Tableau, Power BI, AI tools for trend analysis
Responsibilities
Oversee escalated complaints via multiple channels (Nodal, CPGRAM, INGRAM, CMS), facilitate resolution within SLAs, conduct Root Cause Analysis, analyze complaint data for trends, collaborate with Customer Experience team for process improvement.
Seniority
Senior, hands-on IC
