FAA Complaints Lead – Client Experience

Standard Chartered Plc; Singapore; Hybrid; SGD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible working

Annual leave

Wellbeing support

Job summary

Standard Chartered plc is seeking an Associate Director, Client Experience to lead FAA complaints from receipt through investigation and closure, ensuring fair, evidence-based outcomes within set turnaround times. You will engage with clients and internal stakeholders to gather records, assess issues and communicate progress clearly and empathetically.

The role focuses on client engagement, risk-aware decision making and audit-ready documentation, while identifying root causes and driving

Qualifications

• 6+ years of experience in a regulated, client-facing or risk-sensitive environment.

Responsibilities

• End-to-End FAA Complaints Management: take ownership from receipt to closure, follow process and TAT.
• Client Engagement and Fair Outcomes: serve as the client’s point of contact and ensure empathetic, clear communication.
• Timely Resolution and TAT Discipline: progress and close complaints within stipulated timelines; escalate blockers.
• Case Quality and Process Adherence: ensure complete investigations, accurate documentation and audit readiness.
• Continuous Improvement and Root Cause Management: identify gaps and drive practical improvements from complaints.

Skills

Client communication

Stakeholder management

Regulatory compliance

Data analysis

Job description

Standard Chartered plc is seeking an Associate Director, Client Experience to lead FAA complaints from receipt through investigation and closure, ensuring fair, evidence-based outcomes within set turnaround times. You will engage with clients and internal stakeholders to gather records, assess issues and communicate progress clearly and empathetically.

The role focuses on client engagement, risk-aware decision making and audit-ready documentation, while identifying root causes and driving