Client Experience Leader - Banking Complaints & Risk

Standard Chartered Bank; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

Standard Chartered Bank in Hong Kong is seeking a Senior Manager in Client Experience to lead the handling of written and verbal complaints for Retail Banking and Wealth Management products. You will ensure timely investigation, resolution, and thorough logging of each case to maintain clear records.

You will identify threats, escalate high risk issues, design preventive measures, and work with multiple stakeholders to uphold regulatory and internal standards while delivering quality service to

Qualifications

• Experience in complaint handling within financial institutions.
• Client-facing banking experience encouraged.
• Knowledge of Retail Banking products; Wealth Management preferred.
• Proven track record handling adverse customer feedback.

Responsibilities

• Handle written and verbal complaints for Retail Banking and Wealth Management products; ensure timely investigation, resolution, logging, and closure.
• Identify threats, frauds, and high-risk cases; escalate to relevant parties for action.
• Identify improvement opportunities and assist with preventive measures.
• Raise alerts for recurring issues or trends and suggest corrective actions.
• Ensure self-compliance and guide team on internal policies and external regulations.
• Collaborate with stakeholders and maintain strong working relationships.

Skills

English fluency

Chinese language

Business communication

Mandarin (preferred)

Education

Bachelor's degree

Job description

Standard Chartered Bank in Hong Kong is seeking a Senior Manager in Client Experience to lead the handling of written and verbal complaints for Retail Banking and Wealth Management products. You will ensure timely investigation, resolution, and thorough logging of each case to maintain clear records.

You will identify threats, escalate high risk issues, design preventive measures, and work with multiple stakeholders to uphold regulatory and internal standards while delivering quality service to