Director of Client Experience & Complaints Leadership

Standard Chartered Bank (Hong Kong) Ltd; Hong Kong; Hybrid; HKD 1,500,000 - 2,100,000; Full time

Job summary

Standard Chartered in Hong Kong is seeking a Director of Client Experience to lead a team of associates and managers, with overall accountability for complaint management, service recovery and governance of client feedback.

Reporting directly to the Head of Client Experience, you will drive strategic direction, monitor complaint handling, ensure timely investigations, and deliver premium service while upholding regulator standards and professional client communication in a fast‑paced banking

Qualifications

• Work experience in complaint handling within sizable financial institutions is required.
• 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

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 communication
• 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

Complaint handling

Client experience

Leadership

English & Chinese

Stakeholder collaboration

Quality governance

Job description

Standard Chartered in Hong Kong is seeking a Director of Client Experience to lead a team of associates and managers, with overall accountability for complaint management, service recovery and governance of client feedback.

Reporting directly to the Head of Client Experience, you will drive strategic direction, monitor complaint handling, ensure timely investigations, and deliver premium service while upholding regulator standards and professional client communication in a fast‑paced banking