Director, Client Experience

Job Description

* The Role Responsibilities This role is required to engage, resolve, and deliver end-to-end completion of disputes complaint-related cases and drive process improvement through client insights/feedback. Strategy
• Adopting Client Obsession mindset and delivering service excellence.
Business
• Drive process improvement by incorporating client insights and streamlining processes.
• Able to analyse client insights / survey and identify pain points besides management of client complaints.
Processes
• Handle various levels of clients complaints or enquiries, ensuring all cases are dealt with in a timely manner and ensure fair client outcome.
• Complies with laid out policies and procedures when handling disputes/complaints/enquiries, considering any risks of the Banks reputation.
• Deliver professional and excellent client experience by providing accurate, relevant, and timely information on our products and services.
• Review and identify appropriate improvement recommendations to relevant stakeholders with a view to continually improving customer experience.
• Keeping abreast of new products and services within the Bank.
• Works independently, taking ownership of issues and escalates as required to appropriate parties.
People & Talent
• Ensure daily productivity towards meeting CE targets and ensure consistency in achievement of individual productivity and quality of work
• Individual responsibility to upskill and sharpen compatible skills to manage all escalated complaints including PIS complaints
Risk Management
• Personal accountability for quality and completeness of record keeping in CEMS.
• Perform RCA to prevent recurrence and identify opportunity to improve processes to elevate customer experience.
Governance
• Continuously drive improvements towards client experience by proactively providing suggestions and inputs based on findings and root cause identified and identify opportunities and contribute suggestions and ideas on process improvements and reduction in complaints.
Regulatory & Business Conduct
• Display exemplary conduct and live by the Group s Values and Code of Conduct.
Key stakeholders
• Internal/External Stakeholders: Frontline, Products and Operations.
Other Responsibilities
• Embed Here for good and Group s brand and values in Client Experience.
• Able to take on other projects such as improving client journey, processes and perform analysis of clients insights where applicable.
Our Ideal Candidate
• 5+ years of relevant experience in client management / frontline roles
• Preferred experience in Banking products in the wealth management
Role Specific Technical Competencies
• Good writing and communication skill.
• PowerPoint
• Excel (knowledge of Macros/Pivot) is an advantage.
About Standard Chartered Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve 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 youre 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 cant 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, youll 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.
• Be better together, we can be ourselves, be inclusive, see better in others and work collectively to build for the long term.
• In 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, parental/maternity (20 weeks), sabbatical (12 weeks 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.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process. Visit our careers website www.sc.com/careers ,

Keyskills :
client managementkeeping things simpleroot causerecord keepingbanking productsretirement savingswealth management