Director, Client Experience

Job Summary

Reporting directly to the Head of Client Experience, the Director of Client Experience will provide strategic direction and leadership to a team comprising Associate Directors, Senior Managers, and Managers, and will hold overall accountability for complaint management, service recovery, and the effective governance of client feedback.

Key Responsibilities

• To supervise a team of Associate Directors, Senior Managers, and Managers of Client Experience in managing written and verbal complaints referred from the Regulator, other departments, and/or directly from clients
• To monitor each complaint handler’s portfolio and progress to ensure timely investigation and resolution according to pre-defined standards, proper case resolution and closure, and accurate logging in the system for clear and complete record-keeping
• To provide regular monitoring and coaching to ensure the following standards and requirements are met:
• Ensure all complaints undergo appropriate investigation, analysis, escalation, reflection, and, where possible, rectification by utilizing available resources and authority
• Ensure premium service is delivered to clients in areas including ease of contact, professional and sincere attitude, prompt acknowledgement and response (in accordance with Regulator’s requirements and pre-defined Service Standards), proper handling, and clear communication\nEnsure complaint resolution is fair and appropriate, addressing relevant complaint issues, with letter contents complying with relevant criteria and presented in a professional manner
• Identify potential threats, fraud, and high-impact or high-risk cases requiring immediate rectification or improvement, and ensure timely escalation to relevant parties for action and/or follow-up

Skills and Experience

• Work experience in complaint handling within sizable financial institutions is required; candidates with client-facing experience in banks will be considered.
• Sound knowledge of Retail Banking products, preferably including Wealth Management products.
• Proven track record in managing adverse customer feedback.
• Fluency in written and verbal English, Chinese, and Business Communication; proficiency in Mandarin is an advantage.
• Strong commitment, proactive attitude, and a positive mindset.
• Ability to collaborate with multiple stakeholders and thoroughly resolve issues