Associate Director, Client Experience
Standard Chartered Bank
Hong Kong, Hong Kong, Asia

The Role Responsibilities

  • To handle serious and sensitive written / verbal complaints and ensure 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 assist the team head in managing the team’s performance and offering coaching to ensure 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, which can be an apology and / or explanation and / or compensation, is appropriate to clients.

    At the same time, censor all responses / letters to clients, ensuring that the relevant complaint issues are addressed and the letter contents comply with relevant criteria for the safeguarding of the Bank’s interests.

  • 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 business / improvement opportunities, escalate to relevant parties and assist with the design of preventive measures as appropriate.
  • To raise alert if similar complaints repeat significantly and / or suggest a developing trend or ineffectiveness of previous preventive actions.
  • To build team rapport and share good practices with own and other team members within Client Experience.
  • To ensure self-compliance and guide team members to comply with internal policies and external regulations.
  • To work closely with key stakeholders and maintain good working relationship.
  • Our Ideal Candidate

  • Have people management and complaint case handling experience. Preferred have regulator complaint case experience.
  • Visit our careers website


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