Associate, Client Experience

Job Summary

Reporting to Director, Client Experience in PvB GCNA, this role is responsible to enable Front Office to deliver first-class experience for our PvB clients and prospect, across all aspects of the relationship in a proactive, coordinated, and innovative approach.  This role is responsible to manage client feedback and complaints, while partnering with key stakeholders to identify and resolve areas of improvement, and measure and track progress with the goal of improving the client experience.  To provide best in class client experience, this role would also be responsible for coordinating and facilitating effective training roadmap for the frontline.  

Primary Duties

Client Complaint & Feedback Management 

• Research and resolve client feedback and complaints, including review of complaint correspondence and evidences, account records, and recorded client interactions and interviews of clients, registered representatives, or other Firm employees. 
• Liaise with internal departmental stakeholders as well as Legal and Compliance department to assess regulatory implication of the complaint and to assist on regulatory filing where required
• Prepare scheduled internal and regulatory management information report on complaints
• Identify and address root causes of complaints and implement corrective actions
• Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction
• Identify operational or sales conduct-related concerns and refer matters for escalation
• Draft complaint correspondences to address client concerns and outline resolution for closing out the complaint.
• Manage end to end internal feedback process, escalate and triage emerging themes to the Bank’s Non-Financial Risk Forum

Conduct and Other COO’s related tasks

• Support the PvB COO 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. 
• Support RM to address client’s special request and partner with PvB and Non PvB stakeholders for solutioning 
• Partner with BPM, SMEs to develop training materials for induction, supervisor training, risk, conduct & process training…, and facilitate interactive training sessions among front office.
• Follow up on post-training items, including attendance records, assessment results … etc.

Additionally, as part of the COO team, the role holder is also responsible for day-to-day organisation, coordination and reporting of COO priorities and ensuring appropriate levels of stakeholder engagement.

Key Responsibilities 

Strategy

• Assist PvB Business and Department Head to reflect on client’s experiences, feedback and complaint to enhance our platform to provide better services for our clients in order to grow the PvB franchise in Hong Kong.

Business

• Assist PvB Front Office and Clients to resolve complaints and other feedback towards our services and operations to improve client experience and to deepen relationship with the client.

Processes

• Familiar with PvB Investment Product selling process and operational process which would be beneficial when conducting investigation on majority of client complaints

People & Talent

• Conduct training to front office and other staffs to raise awareness of processes based on lesson learnt of complaint cases

Risk Management

• Follow up on post-training items, including attendance records, assessment results, etc.

Governance

• Prepare management reports and risk reporting to various risk forums for complaint trend analysis and formulate action items to improve client experience and mitigate reputational risk for the Bank.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• RM, Compliance, Legal, Operations, Process Owners

Skills and Experience

• Stakeholder Management and Negotiation
• Technical Writing

Qualifications

• EDUCATION     UNIVERSITY OR ABOVE
• LANGUAGES     ENGLISH, CANTONESE, MANDARIN