Senior Manager, Client Experience

Standard Chartered Bank; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

Standard Chartered Bank in Hong Kong is seeking a Senior Manager in Client Experience to lead the handling of written and verbal complaints for Retail Banking and Wealth Management products. You will ensure timely investigation, resolution, and thorough logging of each case to maintain clear records.

You will identify threats, escalate high risk issues, design preventive measures, and work with multiple stakeholders to uphold regulatory and internal standards while delivering quality service to

Qualifications

• Experience in complaint handling within financial institutions.
• Client-facing banking experience encouraged.
• Knowledge of Retail Banking products; Wealth Management preferred.
• Proven track record handling adverse customer feedback.

Responsibilities

• Handle written and verbal complaints for Retail Banking and Wealth Management products; ensure timely investigation, resolution, logging, and closure.
• Identify threats, frauds, and high-risk cases; escalate to relevant parties for action.
• Identify improvement opportunities and assist with preventive measures.
• Raise alerts for recurring issues or trends and suggest corrective actions.
• Ensure self-compliance and guide team on internal policies and external regulations.
• Collaborate with stakeholders and maintain strong working relationships.

Skills

English fluency

Chinese language

Business communication

Mandarin (preferred)

Education

Bachelor's degree

Job description

Job Summary

As a SeniorManager in Client Experience, you'll be responsible for handling written and verbal complaints for Retail Banking, Wealth Management Products

Key Responsibilities

• To handle written and verbal complaints for Retail Banking, Wealth Management Products; ensure timely investigation/ resolution according to pre-defined standards, proper case resolution and case closure, and timely logging in the system for clear and complete record purposes.
• Identify potential threats, frauds and high impact/ high risk cases that require immediate rectification/ improvement and ensure that they are timely escalated to the relevant parties for actions and/ or follow-up actions.
• Identify business/ improvement opportunities, elevate to relevant parties and assist with the design of preventive measures as appropriate.
• To raise alert if similar complaints repeat significantly and/ or suggest a developing trend or ineffectiveness of previous preventive actions.
• To ensure self-compliance and guide team members to comply with internal policies and external regulations.
• To work closely with key stakeholders and maintain good working relationship.

Skills and Experience

• Work experience in the complaint handling field in any sizable financial institutions, candidates with client facing experience in banks will be considered.
• Sound knowledge in the Retail Banking products, preferably in Wealth Management Product.
• Proven track record in handling adverse customer feedback
• Fluency in written and verbal English, Chinese and Business Communication, Proficiency in Mandarin is preferred.
• Strong commitment, proactive and with a positive mindset
• Ability to work with multiple stakeholders and get to the bottom of the issue
• Demonstrate servicing mindset.

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More Job Information

Job Function

• 銀行 金融服務 - 一般 其他

Location

• 觀塘

Employment Term

• 全職

Education

• 學士