Manager, Client Experience (9-month Contract)
Standard Chartered Bank
Hong Kong, Hong Kong, Asia
5天前

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.

Job Purpose

  • Ensure the complaints / client feedback are handled in a 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

  • Identify and escalate to Senior Management of relevant functions / businesses any potential threats, risks and areas for improvements to improve client experience, mitigate risks and enhance compliance
  • Reinforce Bank’s integrity and reputation
  • Drive for efficiency, quality focused and client oriented complaint handling culture by implementing changes and improving processes, awareness & training programs
  • Complaint Handling

  • To handle written complaints and verbal complaints referred from other departments and / or directly from clients
  • To timely investigation / resolution according to pre-defined standards, proper case resolution and case closure, and timely logging in the system for clear and complete record purposes
  • 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 acknowledgment 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 Director, 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 & 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.

  • 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.
  • Relevant local regulatory authorities / bodies, including but not limited to the HKMA, HKFI, SFC, PCO prescribed responsibilities and Rationale for allocation.
  • Internal

  • Functional stakeholders, Regional Corporate Affairs, Group Investigation / Fraud Control, Legal, Compliance, Operational Risk
  • External

  • Clients, Regulatory bodies / authorities (e.g. HKMA, HKFI, PCO, Consumer Council, FDRC, etc.), Legislative Councillors / District Councillors, external vendors), External Vendors
  • Our Ideal Candidate

  • Language skills (Cantonese, English, Mandarin / Putonghua) both written and verbal
  • MS Office (Words, Excel & Powerpoint)
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