Client Experience Leader — FAA Complaints

Standard Chartered Bank; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Inclusive culture

Competitive salary

Retirement savings

Generous time-off

Flexible working

Wellbeing support

Learning & development

Job summary

The Associate Director, Client Experience at Standard Chartered Bank is responsible for managing FAA complaints end to end—from receipt and investigation to client response and closure. You will work directly with clients and internal stakeholders to establish facts and deliver fair, evidence-based outcomes within targeted turnaround times.

You will maintain clear client communication, escalate risks as needed, identify root causes and drive improvements.

Qualifications

• 6+ years of experience in a regulated, client-facing or risk-sensitive environment.
• Familiarity with complaint trends, root cause analysis and remediation tracking would be advantageous.
• Experience coaching others on case handling quality, communication standards or client outcome assessment would be beneficial.

Responsibilities

• Take ownership of FAA complaints from receipt through investigation, response and closure, following process and TAT.
• Clarify client concerns, gather records and coordinate inputs to investigate advisory conduct, fact-find and client outcomes.
• Assess issues against evidence and standards, document findings and propose fair, client-centric outcomes for approvals.
• Recognise high-risk matters and seek timely guidance while maintaining case ownership.
• Act as the client’s point of contact, maintain updates through to closure and explain the review process.

Skills

Complaint management

Client engagement

Regulatory compliance

Job description

The Associate Director, Client Experience at Standard Chartered Bank is responsible for managing FAA complaints end to end—from receipt and investigation to client response and closure. You will work directly with clients and internal stakeholders to establish facts and deliver fair, evidence-based outcomes within targeted turnaround times.

You will maintain clear client communication, escalate risks as needed, identify root causes and drive improvements.