Associate Director, Client Experience & FAA Complaints

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

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