Associate Director, Client Experience

STANDARD CHARTERED BANK (SINGAPORE) LIMITED; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

STANDARD CHARTERED BANK (SINGAPORE) LIMITED seeks an Associate Director, Client Experience to manage FAA complaints end-to-end, from receipt and investigation to client response and closure. You will work with clients and internal stakeholders to address concerns, determine facts and deliver fair, evidence-based outcomes within defined TATs.

You will maintain clear client communication, uphold regulatory standards, identify root causes, and drive improvements while ensuring audit-ready

Qualifications

• Experience handling complaints end-to-end in financial services or regulated industries.
• Ability to gather facts, assess evidence and produce fair outcomes.
• Strong communication, empathy and client-centric approach.

Responsibilities

• Take ownership of FAA complaints from receipt to closure within using established processes and timelines.
• Engage clients, clarify concerns and provide timely updates through the review process.
• Ensure outcomes are supported by evidence, policy and regulatory standards.
• Identify high-risk or sensitive matters and escalate appropriately.
• Record complete case details for audit-ready reporting and governance.
• Contribute to continuous improvement by surfacing root causes and actionable actions.
• Provide concise inputs for management updates on case progress and outcomes.

Skills

Client empathy

Stakeholder management

Investigation & analysis

Regulatory awareness

Documentation & records

Job description

Job Summary

The Associate Director, Client Experience is primarily responsible for managing assigned FAA complaints end to end, from receipt and investigation through to client response and closure. The role works directly with clients and relevant internal stakeholders to address all complaint concerns, establish the facts and deliver fair, consistent and evidence-based outcomes within stipulated turnaround times (TAT) and in accordance with the Bank's complaint handling processes. The role maintains clear client communication, timely case progression and complete complaint records, escalating complex issues, risks and delays for appropriate review. It identifies root causes and improvement areas arising from complaints, recommends practical actions and follows up with relevant owners on agreed improvements.

Key Responsibilities

End-to-End FAA Complaints Management

• Take ownership of assigned FAA complaints from receipt and assessment through to investigation, client response and closure, following the established process and stipulated TAT.
• Clarify the client's concerns and desired resolution, gather relevant records and coordinate stakeholder inputs to investigate advisory conduct, fact-find, suitability, product disclosure and client outcome concerns.
• Assess all issues raised against the available evidence and relevant standards, documenting findings and recommending fair, balanced and client-centric outcomes for approval where required.
• Recognise sensitive, complex or high-risk matters, including vulnerable client needs, potential inappropriate sales and material client impact, and seek timely guidance or escalation while maintaining case ownership.

Client Engagement and Fair Outcomes

• Act as the client's point of contact for assigned FAA complaints, listening to concerns, explaining the review process and maintaining regular updates through to closure.
• Consider the client's circumstances alongside the facts, the Bank's policies and relevant product, advisory and regulatory standards when assessing the appropriate outcome.
• Clarify evidence gaps, inconsistencies and unclear outcome rationale with relevant stakeholders, escalating unresolved concerns and obtaining required reviews or approvals.
• Ensure client communications are clear, empathetic, balanced and sufficiently explain the Bank's position and outcome.

Timely Resolution and TAT Discipline

• Progress and close assigned FAA complaints within stipulated TAT and process requirements, and meet agreed case deadlines.
• Maintain strong case discipline, including clear ownership, case tracking, timely stakeholder follow-up, proper documentation, escalation of blockers and appropriate client updates.
• Track case milestones and ageing, follow up promptly on outstanding inputs and elevate blockers or potential TAT breaches early, keeping clients informed of delays and next steps.

Case Quality and Process Adherence

• Handle assigned complaints in accordance with the Bank's complaints management framework, policies, standards and operating procedures.
• Check the completeness and quality of case investigations, analysis, outcome rationale, client responses and closure records, addressing review feedback before finalisation.
• Ensure complaint closures meet internal process requirements, regulatory expectations and audit-ready documentation standards.
• Identify and elevate process gaps, control weaknesses, policy inconsistencies or recurring handling issues to the appropriate stakeholders and governance forums.

Continuous Improvement and Root Cause Management

• Identify root causes, recurring themes and improvement areas arising primarily from FAA complaints/ case learnings.
• Raise identified gaps with relevant stakeholders and recommend practical improvements, with agreed action owners and timelines.
• Work with process and business owners to translate complaint findings into improvements to processes, controls, advisory practices, disclosures, training and client communications.
• Follow up on agreed actions arising from assigned complaints, record progress and completion evidence, and elevate overdue or unresolved improvements to management.

Reporting, Insights and Management Information

• Maintain accurate, complete and timely records for assigned FAA complaints such as issues raised, investigation findings, TAT, outcomes, root causes and improvement actions.
• Contribute case data and insights to complaint reporting, highlighting recurring issues, emerging risks and opportunities to improve client outcomes.
• Provide concise inputs for management and governance updates on assigned cases, TAT performance, significant findings and progress of agreed improvement actions.

Capability Building and Culture

• Share lessons learnt from assigned FAA complaints to strengthen complaint handling and prevent repeat issues.
• Promote a culture of fairness, accountability, constructive challenge, client-centr