Director of Client Experience & Complaints

Standard Chartered Bank (Hong Kong) Ltd

Hong Kong

On-site

HKD 1,000,000 - 1,600,000

Full time

3 days ago

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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.