Senior Manager, Client Experience

Standard Chartered Bank (Hong Kong) Ltd; Hong Kong; On-site; HKD 480,000 - 900,000; Full time

Benefits offered by this job

Fair Pay Charter

Global benefits

Flexible working

Wellbeing support

Learning culture

Diversity and inclusion

Job summary

Standard Chartered Bank (Hong Kong) Ltd invites applications for a Senior Manager in Client Experience to handle written and verbal complaints for Retail Banking and Wealth Management Products. You will lead investigations, ensure timely resolutions, and log cases in our system to maintain accurate records.

You will identify high-risk cases, escalate where needed, collaborate with stakeholders, and drive improvements to prevent recurrence.

Qualifications

• Experience in complaint handling within large financial institutions.
• Knowledge of Retail Banking products, preferably Wealth Management.
• Proven ability to handle adverse customer feedback.
• Fluency in English and Chinese, with business communication skills; Mandarin preferred.
• Demonstrates commitment, initiative and a positive mindset.
• Ability to coordinate with multiple stakeholders and resolve issues.
• Demonstrates servicing mindset and client focus.

Responsibilities

• Handle written and verbal complaints for Retail Banking and Wealth Management products; ensure timely investigation and resolution per standards and proper case closure.
• Escalate potential threats, fraud and high-risk cases to relevant parties for action.
• Identify improvement opportunities and assist with preventive measures.
• Raise alerts on repeating complaints or trends and suggest improvements.
• Ensure compliance with internal policies and external regulations.
• Collaborate with stakeholders and maintain strong working relationships.

Skills

Complaint handling

Retail Banking

Customer feedback

English/Chinese

Proactivity

Stakeholder management

Servicing mindset

Job description

As a Senior Manager 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, expedite 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.

Job Summary

As a Senior Manager 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, expedite 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.

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

Hirer responsiveness Salary match Number of applicants

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.

What can I earn as a Customer Experience Manager