AD, COO Client Experience, PvB HK SG

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 
•    Lead end-to-end management of client complaints and feedback, including detailed investigation through review of correspondence, account records and client interactions, ensuring timely and equitable resolution aligned with regulatory and internal standards
•    Partner with Front Office, Legal, Compliance and relevant stakeholders to assess regulatory implications, support required filings, and ensure consistent, defensible handling of client issues
•    Analyse complaint data to identify trends, root causes and control gaps, driving corrective actions and continuous process improvements to enhance client experience and mitigate recurrence.
•    Prepare management information and client correspondences, while managing escalation and governance reporting (including Non-Financial Risk forums) to ensure transparency, effective issue triage and strong oversight of emerging risks.

Incident Management & Investigation
•    Experience in handling end-to-end operational incidents impacting client experience, including liaison with operations and technology team on issue identification, root cause analysis, resolution proposal, formulating client response letter where required.
•    Strong ability to conduct structured investigations, including fact-finding, evidence review, and stakeholder interviews
•    Experience performing root cause analysis (RCA) to distinguish between system defects, process gaps, and human errors, as well as managing sensitive client-impact cases and aligning internal stakeholders on remediation approach
•    Solid understanding of private banking business and its operational workflow, banking systems, and digital platforms is a must 
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
•    Extensive experience in driving end-to-end client experience within Private Banking, including managing complex operational and technology-related incidents, delivering bespoke solutions for UHNW/Platinum clients, and partnering closely with Front Office to navigate high-impact cases
•    Demonstrate strong ability to articulate constraints, manage difficult conversations, recalibrate client expectations, and implement pragmatic, client-centric and regulatorily defensible outcomes through effective stakeholder coordination and continuous process improvement
•    Demonstrates strong sensitivity and professionalism in handling both Relationship Manager and client matters, providing proactive, constructive support while maintaining alignment, trust, and a positive client experience.

Service Excellence
•    Consolidate and synthesise Voice of Business (VoB) inputs from clients and Front Office to identify recurring service gaps, operational deficiencies and pain points impacting the end-to-end client experience.
•    Engage process owners, Operations and Technology partners to translate feedback into actionable solutions, assessing feasibility and aligning priorities across process and system enhancements (e.g. eOps, T24, digital platforms)
•    Drive structured governance through Service Excellence forums and taskforces to track progress of initiatives, monitor implementation status, and ensure timely resolution of identified issues and operational incidents
•    Lead end-to-end delivery of improvement initiatives by coordinating stakeholders, driving accountability, and ensuring solutions are effectively implemented to enhance service quality, operational efficiency and client outcomes
•    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

Business
•    Keep abreast of the Business development and drive operational process changes in accordance to the business strategy and direction to support of business growth
Processes
•    Review and challenge the status quo where applicable to remove road block of operational processes for operational efficiency and client experience improvement.
People & Talent
•    Advise front office of applicable internal policies and procedures related to Conduct and raise awareness of Conduct topics to our front office
Risk Management
•    Understanding of the applicable internal policies and procedures and the Group Code of Conduct for complaint investigation and promote awareness of Conduct related topics
•    Escalate risk matters to Business Risk Management and Compliance for risk assessment and formulate resolution
Governance
•    Report of complaint statistics to applicable risk forum and Group for management oversight and trend analysis
•    Submission of complaint statistics on a regular basis to HKMA to comply with regulatory requirement
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
•    Relationship Manager, Customer Service Manager, Investment Advisor, Business Planning Management, Business Risk Management, Compliance, Legal, Operations
Other Responsibilities
•    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.

Requirements

• Degree holder in Finance, Business adminstration or related descipline
• Good understanding of private banking business and client experience management
• Minimum 8 years experience in driving transformation, complaint handling and business analysis for Private Banking 
• Strong analytical skills on complex business scenario
• Good presentation and communication skills, proactive and commited