Associate Director, Client Experience: Complaints & Outcomes

Standard Chartered Singapore; Singapore; On-site; SGD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary

Flexible working options

Wellbeing support

Job summary

Standard Chartered Singapore is seeking an Associate Director, Client Experience to manage FAA complaints end to end, from receipt and investigation through to client response and closure. You will engage clients and internal stakeholders, ensure timely case progression and maintain complete records while escalating complex issues for review.

The role emphasizes root cause analysis and continuous improvement, with responsibility for delivering fair, client-centric outcomes within regulatory and

Qualifications

• 6+ years of experience in regulated, client-facing roles.
• Experience with complaint handling, investigations and outcomes.
• Strong communication and documentation skills.

Responsibilities

• Own FAA complaints end to end from receipt to closure.
• Engage clients and stakeholders to address concerns and outcomes.
• Maintain timely progression and case documentation per TAT.
• Escalate high-risk matters and coordinate reviews or approvals.
• Ensure clear, empathetic client communications and rationale.
• Contribute to reporting, insights and management information.

Skills

Complaint handling

Client experience

Regulatory compliance

Case management

Data analysis

Root cause analysis

Job description

Standard Chartered Singapore is seeking an Associate Director, Client Experience to manage FAA complaints end to end, from receipt and investigation through to client response and closure. You will engage clients and internal stakeholders, ensure timely case progression and maintain complete records while escalating complex issues for review.

The role emphasizes root cause analysis and continuous improvement, with responsibility for delivering fair, client-centric outcomes within regulatory and