Assistant Vice President / Senior Associate, Client Complaint Management & Communications, Private P

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.

Job Responsibilities:

1. Client Complaint Handling & Investigation (Primary Responsibility)

• Lead the end-to-end management of client complaints, including case intake, fact-finding, stakeholder engagement, analysis, and drafting of formal responses.
• Conduct thorough investigations with a strong sense of curiosity and critical thinking - proactively uncovering underlying root causes and ensuring no key detail is overlooked.
• Work closely with Front Office, Product, Channel, Operations, Legal & Compliance and other internal stakeholders to gather information, validate findings, and align on outcomes.
• Maintain a high standard of documentation for audit readiness and regulatory expectations.
• Identify recurring themes, systemic gaps, or cross-functional process issues from complaints, and propose process or policy enhancements to uplift client experience and reduce repeat incidents.
• Support monthly reporting of complaint metrics, trends, and thematic insights to senior management.
• Conduct complaint roadshows and share case studies and learnings with front office to prevent repeat complaints.

1. Communications (Internal, Client & Crisis Communications)

• Draft clear, timely, and actionable communications to Front Office during crisis events or BCP activations, including briefing notes, scripts, FAQs and instructions for client outreach.
• Prepare customer-facing letters or communication templates, ensuring accuracy and client-centric messaging.
• Contribute to internal communications for MTJ initiatives and COO strategic priorities, ensuring content is engaging, consistent, and well-aligned.
• Support internal engagement campaigns and digital adoption initiatives - e.g. GenAI/DBS-GPT adoption campaign - including crafting eDMs, newsletters, curating content, and driving participation.
• Collaborate with the broader team to uphold communications quality across eDMs, intranet posts, newsletters, and campaign materials.
• Deliver communications that are clear, concise, and, when appropriate, creative and impactful.

1. Departmental Support & Knowledge Hub Maintenance

• Support the ongoing maintenance and governance of the PBTPC Knowledge Hub (KH), ensuring content is accurate, up-to-date, and uploaded or refreshed on a timely basis.
• Coordinate with content owners to track updates, retire outdated materials, and ensure version control and proper documentation standards.
• Assist with general department-wide initiatives involving process improvements, experience enhancements, digital tools, and staff engagement activities.

Requirements

• Degree in Business, Banking, Finance or a related discipline, with at least 5 years of relevant financial services and/or marketing communications experience.
• Strong investigative mindset - curious, analytical, persistent, and confident in probing deeper to uncover root causes.
• Strong communication and stakeholder management skills to engage with diverse teams and senior leaders.
• Excellent written communication skills with the ability to convey complex information concisely, accurately, and professionally.
• Proven experience in drafting client communications, internal communications, or campaign-based content (experience running internal engagement or digital adoption campaigns is an advantage).
• Ability to think clearly and communicate effectively under time pressure, especially during crisis situations or BCP activation.
• Strong team player with the ability to work collaboratively and contribute to shared business outcomes.
• Demonstrated experience identifying process gaps and driving continuous improvements or policy refinements.
• Proficient in MS Office (Word, Excel, PowerPoint) and comfortable using AI/design tools such as ChatGPT, Canva or Adobe Creative Suite.

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