Director, Client Experience & Complaint Excellence

Standard Chartered; Lahore; Hybrid; PKR 6,000,000 - 12,000,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Wellbeing support

Learning culture

Diversity & inclusion

Job summary

Standard Chartered seeks a Director of Client Experience to lead a team responsible for complaint management and service recovery. You will govern client feedback and ensure resolutions align with regulator requirements and internal service standards.

Key duties include supervising senior staff, monitoring complaint portfolios, and driving timely investigations, escalations, and fair resolutions while maintaining professional client communications across English and Mandarin-speaking

Qualifications

• Experience in complaint handling within financial institutions.

Responsibilities

• Supervise a team of Associate Directors, Senior Managers and Managers in managing complaints from regulators, departments, and clients.
• Monitor portfolios and progress to ensure timely investigation and resolution.
• Coach to meet standards: investigation, escalation, analysis, and proper logging.

Skills

Complaint handling

Banking product knowledge

English & Mandarin

Stakeholder management

Proactive attitude

Job description

Standard Chartered seeks a Director of Client Experience to lead a team responsible for complaint management and service recovery. You will govern client feedback and ensure resolutions align with regulator requirements and internal service standards.

Key duties include supervising senior staff, monitoring complaint portfolios, and driving timely investigations, escalations, and fair resolutions while maintaining professional client communications across English and Mandarin-speaking