Director, Client Experience

Standard Chartered Bank (Hong Kong) Ltd; Hong Kong; On-site; HKD 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Flexible working options

Wellbeing support

Continuous learning culture

Job summary

Standard Chartered Bank (Hong Kong) Ltd is seeking a Director of Client Experience who will lead a team of Associate Directors, Senior Managers and Managers to govern complaint management, service recovery and client feedback governance. The role reports to the Head of Client Experience and requires oversight of investigations, timely resolutions, and adherence to regulatory standards.

The candidate will drive service excellence, monitor portfolios, coach staff, and escalate high-risk cases with

Qualifications

• Fluency in written and verbal English, Chinese, and Business Communication; proficiency in Mandarin is an advantage.
• Experience in complaint handling within sizeable financial institutions.

Responsibilities

• Supervise a team of Associate Directors, Senior Managers, and Managers of Client Experience in managing written and verbal complaints referred from the Regulator, other departments, and/or directly from clients.
• Monitor each complaint handler's portfolio and progress to ensure timely investigation and resolution according to pre-defined standards, proper case resolution and closure, and accurate logging in the system for clear and complete record-keeping.
• Provide regular monitoring and coaching to ensure standards are met: investigation, analysis, escalation, reflection, rectification, and delivery of premium service to clients; ensure fair resolution and professional communication; escalate high-risk cases as needed.

Skills

English

Chinese

Business Communication

Mandarin (adv)

Job description

Reporting directly to the Head of Client Experience, the Director of Client Experience will provide strategic direction and leadership to a team comprising Associate Directors, Senior Managers, and Managers, and will hold overall accountability for complaint management, service recovery, and the effective governance of client feedback.

Key Responsibilities

• To supervise a team of Associate Directors, Senior Managers, and Managers of Client Experience in managing written and verbal complaints referred from the Regulator, other departments, and/or directly from clients
• To monitor each complaint handler's portfolio and progress to ensure timely investigation and resolution according to pre-defined standards, proper case resolution and closure, and accurate logging in the system for clear and complete record-keeping
• To provide regular monitoring and coaching to ensure the following standards and requirements are met:
• Ensure all complaints undergo appropriate investigation, analysis, escalation, reflection, and, where possible, rectification by utilizing available resources and authority
• Ensure premium service is delivered to clients in areas including ease of contact, professional and sincere attitude, prompt acknowledgement and response (in accordance with Regulator's requirements and pre-defined Service Standards), proper handling, and clear communicationEnsure complaint resolution is fair and appropriate, addressing relevant complaint issues, with letter contents complying with relevant criteria and presented in a professional manner
• Identify potential threats, fraud, and high-impact or high-risk cases requiring immediate rectification or improvement, and ensure timely escalation to relevant parties for action and/or follow-up

Job Summary

Reporting directly to the Head of Client Experience, the Director of Client Experience will provide strategic direction and leadership to a team comprising Associate Directors, Senior Managers, and Managers, and will hold overall accountability for complaint management, service recovery, and the effective governance of client feedback.

Key Responsibilities

• To supervise a team of Associate Directors, Senior Managers, and Managers of Client Experience in managing written and verbal complaints referred from the Regulator, other departments, and/or directly from clients
• To monitor each complaint handler's portfolio and progress to ensure timely investigation and resolution according to pre-defined standards, proper case resolution and closure, and accurate logging in the system for clear and complete record-keeping
• To provide regular monitoring and coaching to ensure the following standards and requirements are met:
• Ensure all complaints undergo appropriate investigation, analysis, escalation, reflection, and, where possible, rectification by utilizing available resources and authority
• Ensure premium service is delivered to clients in areas including ease of contact, professional and sincere attitude, prompt acknowledgement and response (in accordance with Regulator's requirements and pre-defined Service Standards), proper handling, and clear communicationEnsure complaint resolution is fair and appropriate, addressing relevant complaint issues, with letter contents complying with relevant criteria and presented in a professional manner
• Identify potential threats, fraud, and high-impact or high-risk cases requiring immediate rectification or improvement, and ensure timely escalation to relevant parties for action and/or follow-up

Skills and Experience

• Work experience in complaint handling within sizable financial institutions is required; candidates with client-facing experience in banks will be considered.
• Sound knowledge of Retail Banking products, preferably including Wealth Management products.
• Proven track record in managing adverse customer feedback.
• Fluency in written and verbal English, Chinese, and Business Communication; proficiency in Mandarin is an advantage.
• Strong commitment, proactive attitude, and a positive mindset.
• Ability to collaborate with multiple stakeholders and thoroughly resolve issues

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
Flexible working options based around home and office locations, with flexible working patterns.
Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.