Director, HK Client Care Centre

• Guide and inspire a team of client service specialists to deliver outstanding results, setting clear performance benchmarks and development pathways.
• Build a culture of collaboration and continuous improvement, where team members are motivated to excel and grow professionally.
• Instil a client-centric mindset across the team, ensuring every interaction reflects our commitment to premium service standards.

• Design and implement service strategies tailored to the unique expectations of affluent clients, enhancing satisfaction and loyalty.
• Utilize data-driven insights to refine service approaches, address pain points, and capitalize on opportunities for enhancement.
• Oversee resource planning and workflow optimization to maintain seamless service delivery, even during high-demand periods.

• Lead high-impact projects, from digital upgrades to process redesign, ensuring they align with organizational objectives and elevate the client journey.
• Drive the integration of advanced tools and technologies, equipping the team with the skills to leverage these resources effectively.
• Act as a change agent, fostering adaptability and engagement as new systems and methodologies are introduced.

• Partner with senior leaders and key stakeholders to align contact centre operations with broader business priorities.
• Monitor and refine operational and financial performance, balancing efficiency with the highest standards of client care.
• Serve as the voice of the Premium Client Service Centre in leadership forums, advocating for client needs and service enhancements.

• Product Team
• Custody & Operation Team
• Client Contact Centre
• Client Experience (CEPG)
• Branche

• Education: Bachelor's degree in a relevant field or equivalent work experience
• Licenses: Licenses RI registration (HKSI paper 1,7,8 required)
• Languages: Cantonese, English, Mandarin
• Seasoned Leader: 10+ years in client service management, ideally within private banking, wealth management, or luxury sectors.
• People Developer: Demonstrated success in building high-performing teams through mentorship and empowerment.
• Project Driver: Experience leading complex initiatives, with a knack for translating strategy into actionable plans.
• Analytical Thinker: Comfortable interpreting data to inform decisions and measure impact.
• Communicator: Fluency in English and Cantonese, with the ability to influence at all levels.

• Manage Conduct
• Manage Risk
• Manage People
• Call Centre Management
• Customer Experience Management
• Service Quality Monitoring
• Project Management

• 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

• 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.

Standard Chartered