Director, Client Experience: Complaint Leadership & Service

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

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