Senior Manager, Client Experience
Standard Chartered
Hong Kong, Hong Kong,

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.

This in turn helps us to provide better support to our broad client base. The Role Responsibilities

  • To ensure that client complaints / feedbacks are handled in a timely and professional manner so as to recover client's confidence in the Bank and where possible turn complaints into compliment;
  • and to safeguard the Bank's good image in the public.

    To identify and escalate to senior management of relevant functions / businesses any potential threats, risks and areas for improvements so as to improve client experience, mitigate risks and enhance compliance.

    Handle written complaints and verbal complaints referred from regulatory bodies, frontlines or directly from individual or business clients.

    Work closely with key stakeholders to ensure timely investigation / resolution according to pre-defined standards and procedures.

    Ensure the key performance standards / requirements are met throughout the complaint handling process.

    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.

    Identify improvement opportunities, escalate to relevant parties and assist with the design of preventive measures as appropriate.

    Our Ideal Candidate

  • University degree in a relevant banking related discipline
  • Experience in banking / finance industry, working experience in investment / insurance products for individual / business clients and complaint management would be an advantage.
  • Strong problem solving, analytical and decision making skills.
  • Self-starter, independent and possess good organizational skills with ability to handle a diverse range of issues.
  • Excellent interpersonal, influencing and presentation skills.
  • Fluent in spoken English and Cantonese with strong English and Chinese writing skills. Able to speak Mandarin is an advantage.
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