Director, Client Experience & Complaint Oversight

Leadingnation; Hong Kong; On-site; HKD 1,100,000 - 2,000,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

Life insurance

Flexible working

Job summary

Standard Chartered in Hong Kong seeks a Director of Client Experience to lead a team of Associate Directors, Senior Managers and Managers, overseeing complaint management, service recovery, and governance of client feedback.

Reporting to the Head of Client Experience, you will drive strategic direction, ensure timely investigations, proper logging, and consistent service standards across the portfolio, with focus on risk escalation and customer satisfaction.

Qualifications

• Experience handling complaints in large financial institutions.
• Sound knowledge of Retail Banking products, incl. wealth management.
• Proven track record in managing adverse feedback.
• Fluent in English and Chinese; Mandarin a plus.
• Strong collaboration and proactive attitude.

Responsibilities

• Supervise a team comprising Associate Directors, Senior Managers, and Managers of Client Experience.
• Monitor each complaint handler’s portfolio and ensure timely investigation and resolution.
• Provide regular monitoring and coaching to meet standards and requirements.
• Ensure investigations, analysis, escalation, and rectification where possible.

Skills

Complaint handling

Retail banking

Customer feedback

Languages: EN/CN

Stakeholder collaboration

Mandarin (adv)

Job description

Standard Chartered in Hong Kong seeks a Director of Client Experience to lead a team of Associate Directors, Senior Managers and Managers, overseeing complaint management, service recovery, and governance of client feedback.

Reporting to the Head of Client Experience, you will drive strategic direction, ensure timely investigations, proper logging, and consistent service standards across the portfolio, with focus on risk escalation and customer satisfaction.