Director, Client Experience

Role Responsibilities
Complaint Handling

• To supervise a team of Associate Directors, Senior Managers and Managers of Client Experience to handle written complaints and verbal complaints referred from other departments and/or directly from clients.
• To monitor individual complaint handler's portfolio and respective progress to ensure timely investigation / resolution according to pre-defined standards, proper cases resolution and case closure, and timely logging in the system for clear and complete record purposes.
• Regular monitoring and coaching to ensures the following standards / requirements are met
  • Ensure all complaints have gone through proper and appropriate level of investigation, analysis, escalation and reflection, and if possible, rectification by applying the available resources / authority.
  • Ensure premium service is provided to complainants in the following areas
  • Ease of contact, Sincere and professional attitude, Prompt acknowledgement and reply (in accordance with Regulator's requirement and pre-defined Service Standards), Proper handling (e.g., offering reasonable and effective resolution) and Clear communication.
  • Ensure that the resolution is fair and appropriate to clients with the relevant complaint issues are addressed and the letter contents comply with relevant criteria and are in professional manner.
  • Identify potential threats, frauds and high impact / high risk cases that require immediate rectification / improvement and ensure that they are timely escalated to the relevant parties for actions and / or follow-up actions.
  • Raise alert if similar complaints repeat significantly and / or suggest a developing trend or ineffectiveness of previous preventive actions
  • Build team rapport and share good practices with own team members and other teams in the Client Experience.
  • Ensure self-compliance and lead team members on compliance with internal policies and external regulations.
  • Support Head of Client Experience on the professional running of the Client Experience and provide cross team support as necessary.
  • Work closely with key stakeholders and maintain good working relationship.

Regulatory / High Risk / Potential Escalated Complaint Handling

• Play a consultancy role to guide the Client Experience Managers on the case investigation and handling with balanced perspectives among client, bank and regulators including but not limited to
  • Give advice on the investigation, documentation support, findings against client allegations, resolution, handling approach, etc to ensure proper and appropriate level of investigation, analysis, and escalation.
  • Review communications with clients and regulators and develop / maintain a letter library.
  • Review the investigation report and support report / letter preparation when needed.
  • Ensure accurate and consistent complaint logging.
  • Guide case handlers and assist in coordinating with related parties to ensure timely submission / completion of the complaints.
  • Liaise with Legal and Compliance, Senior Management and internal parties on the complaints to safeguard the Bank's position and mitigate risks.
  • Identify potential threats, frauds, and high impact / risk cases that require immediate rectification / improvement and ensure that they are timely escalated to the relevant parties for actions and / or follow-up actions.
  • Prepare and support regular reports and ensure timely and accurate submission including but not limited to Regulators, High Risk, Potential Escalated, Mass Incidents, AML / CDD, FATCA, etc.
  • Ensure the necessary controls in place to meet the Regulatory, Risks, Compliance's requirements.
  • Closely monitor the complaint trend, natures and highlight the potential risk for management awareness.
  • Support the ad-hoc cases analysis and reporting.
  • Assist in various audits which require information on regulatory complaints and investigations.

Complaint Management

• Study and identify the loopholdes / lapses / areas of improvement through individual case review.
• Prepare and share the complaint insights on a regular basis.
• Closely work with the respective stakeholders to suggest and drive problem fixing and actions for improvement / enhancement with regular status updates / reporting.
• Continuously enhance and streamline the complaint handling process of Client Experience Team in order to improve the efficiency and fulfil the Group complaint handling turnaround time.
• Participate or lead initiatives from time to time as the circumstances require.

Complaint Handling Process and Culture Change

• Promote and embed client oriented work culture in complaint handing.
• Organize awareness programs for lesson learning and best practice sharing in complaint handling.
• Provide training to Client Experience Managers to uplift their case handling skills.
• Align the practice among the Client Experience Managers for consistency and maintaining good corporate image.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Our Ideal Candidate

• Demonstrate strong leadership, competent towards stakeholder management.
• Possess solid knowledge in Retail Banking, Wealth Management product and process, including selling process.
• Solid experience and exposure towards complaint handling process, in particular the area of regulatory complaints.
• Good assessment on external changes and client behaviour.
• Excellent written and verbal communication skills.
• Attention to details.

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity , together with our brand promise, to be here for good are achieved by how we each live our valued behaviours . When you work with us, you'll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers