Client Experience Leader: Complaint Resolution & Risk

Standard Chartered Bank (Hong Kong) Ltd; Hong Kong; On-site; HKD 480,000 - 900,000; Full time

Benefits offered by this job

Fair Pay Charter

Global benefits

Flexible working

Wellbeing support

Learning culture

Diversity and inclusion

Job summary

Standard Chartered Bank (Hong Kong) Ltd invites applications for a Senior Manager in Client Experience to handle written and verbal complaints for Retail Banking and Wealth Management Products. You will lead investigations, ensure timely resolutions, and log cases in our system to maintain accurate records.

You will identify high-risk cases, escalate where needed, collaborate with stakeholders, and drive improvements to prevent recurrence.

Qualifications

• Experience in complaint handling within large financial institutions.
• Knowledge of Retail Banking products, preferably Wealth Management.
• Proven ability to handle adverse customer feedback.
• Fluency in English and Chinese, with business communication skills; Mandarin preferred.
• Demonstrates commitment, initiative and a positive mindset.
• Ability to coordinate with multiple stakeholders and resolve issues.
• Demonstrates servicing mindset and client focus.

Responsibilities

• Handle written and verbal complaints for Retail Banking and Wealth Management products; ensure timely investigation and resolution per standards and proper case closure.
• Escalate potential threats, fraud and high-risk cases to relevant parties for action.
• Identify improvement opportunities and assist with preventive measures.
• Raise alerts on repeating complaints or trends and suggest improvements.
• Ensure compliance with internal policies and external regulations.
• Collaborate with stakeholders and maintain strong working relationships.

Skills

Complaint handling

Retail Banking

Customer feedback

English/Chinese

Proactivity

Stakeholder management

Servicing mindset

Job description

Standard Chartered Bank (Hong Kong) Ltd invites applications for a Senior Manager in Client Experience to handle written and verbal complaints for Retail Banking and Wealth Management Products. You will lead investigations, ensure timely resolutions, and log cases in our system to maintain accurate records.

You will identify high-risk cases, escalate where needed, collaborate with stakeholders, and drive improvements to prevent recurrence.