Senior Manager, Client Experience

Standard Chartered

  • Kwun Tong, Hong Kong
  • Permanent
  • Full-time
  • 14 days ago
About Standard CharteredWe're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.Together we:
  • Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
  • Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
  • Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
Job SummaryAs a Senior Manager in Client Experience, you'll be responsible for handling written and verbal complaints for Retail Banking, Wealth Management ProductsAbout our Wealth and Retail Banking businessWe 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
What we offerIn line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
  • Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
  • Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
  • Flexible working options based around home and office locations, with flexible working patterns.
  • Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
  • A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
  • Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

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