Director, Client Experience

Standard Chartered Bank; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

Standard Chartered Bank in Hong Kong is seeking a Director of Client Experience to lead a team and drive strategies for complaint management and client feedback governance. The role reports to the Head of Client Experience and focuses on service recovery and regulatory liaison.

Based in Kwun Tong, the director will supervise complaint handling from regulators and clients, monitor investigations, coach teams to uphold service standards, and ensure fair, timely resolutions while escalating

Qualifications

• Experience handling complaints in large financial institutions.
• Knowledge of Retail Banking products; Wealth Management preferred.
• Proven track record in managing adverse customer feedback.
• Fluency in English and Chinese; Mandarin a plus.
• Strong collaboration with multiple stakeholders.

Responsibilities

• Supervise team of Client Experience leaders in handling complaints from regulators and clients.
• Monitor portfolio progress to ensure timely investigation and resolution.
• Coach staff to meet service standards and proper record-keeping.
• Ensure investigations, escalation, rectification, and fair resolution.
• Identify high-risk cases and escalate as needed.

Skills

Complaint handling

Retail banking

Wealth management

Client communication

English and Chinese

Stakeholder collaboration

Education

Bachelor's degree

Job description

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

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## More Job Information

Job Function

• 銀行 · 金融服務 - 一般 · 其他

Location

• 觀塘

Employment Term

• 全職

Employment Term

• 長期

Education

• 學士