Director of Customer Experience Management - Standard Chartered

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

Director of Customer Experience Management - Standard Chartered

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

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

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
Flexible working options based around home and office locations, with flexible working patterns.
Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Unlock job insights

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The world's best international bank, leading the way in Asia, Africa and the Middle East Standard Chartered PLC, listed on both London and Hong Kong stock exchanges, ranks among the top 25 companies in the FTSE-100. The London-headquartered Group has operated for over 150 years in some of the world's most dynamic markets. Its income and profits have more than doubled over the last five years primarily as a result of organic growth and supplemented by acquisitions.

Standard Chartered aspires to be the best international bank for its customers across its markets. The Bank derives more than 90 per cent of its operating income and profits from Asia, Africa and the Middle East, generated from its Wholesale and Consumer Banking businesses. The Group has around 1,750 branches and outlets located in over 70 countries.

The extraordinary growth of its markets and businesses creates exciting and challenging international career opportunities. Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs 75,000 people, nearly half of who are women. The Group's employees are of 115 nationalities, of which 60 are represented among senior management.

Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation. Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage.

The world's best international bank, leading the way in Asia, Africa and the Middle East Standard Chartered PLC, listed on both London and Hong Kong stock exchanges, ranks among the top 25 companies in the FTSE-100. The London-headquartered Group has operated for over 150 years in some of the world's most dynamic markets. Its income and profits have more than doubled over the last five years primarily as a result of organic growth and supplemented by acquisitions.

Standard Chartered aspires to be the best international bank for its customers across its markets. The Bank derives more than 90 per cent of its operating income and profits from Asia, Africa and the Middle East, generated from its Wholesale and Consumer Banking businesses. The Group has around 1,750 branches and outlets located in over 70 countries.

The extraordinary growth of its markets and businesses creates exciting and challenging international career opportunities. Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs 75,000 people, nearly half of who are women. The Group's employees are of 115 nationalities, of which 60 are represented among senior management.

Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation. Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage.