Senior Manager, Client Experience

Job Summary

As a Senior Manager in Client Experience, you'll be responsible for handling written and verbal complaints for Retail Banking, Wealth Management Products

About our Wealth and Retail Banking business

We service more than 13 million individuals and small businesses, with a focus on the affluent segment which encompasses Private Banking, Priority Private, Priority Banking, and Premium. In the mass retail space, we're focused on emerging affluent clients who will progress in their wealth journey with us and form the pipeline of future affluent clients.

We’re a leading wealth manager in Asia, Africa and the Middle East, and our deep local presence and international network enables us to capture the strong structural tailwinds which are driving cross-border wealth flows. Our comprehensive product propositions span across deposits, payments, financing, advisory, investments and bancassurance.

We’re investing USD $1.5 billion in our Affluent banking business. Our investment focuses on affluent frontline teams, wealth and digital platforms, and client centres, as well as brand and marketing, to drive growth. You’ll join a growing franchise within Standard Chartered Group.

Key Responsibilities

• To handle written and verbal complaints for Retail Banking, Wealth Management Products; 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.
• 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 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.

Skills and Experience

• Work experience in the complaint handling field in any sizable financial institutions, candidates with client facing experience in banks will be considered.
• Sound knowledge in the Retail Banking products, preferably in Wealth Management Product.
• Proven track record in handling adverse customer feedback
• Fluency in written and verbal English, Chinese and Business Communication, Proficiency in Mandarin is preferred.
• Strong commitment, proactive and with a positive mindset
• Ability to work with multiple stakeholders and get to the bottom of the issue
• Demonstrate servicing mindset.

Qualification

• Education     Bachelor’s degree or related experience in customer service or complaint management role
• Languages     Fluent in written and spoken in English and Chinese