Associate Director, Client Experience

Roles & Responsibilities

JOB SUMMARY

We are seeking a dynamic and adaptable professional to join our Client Experience team, responsible for driving service and process improvement from client and regulatory feedback and managing timely and accurate response to clients, regulators and FIDReC. Duties also include supporting in complaint case management to ensure timely and accurate response to clients.

This role plays a critical part in maintain client trust, meeting regulatory requirements and enhancing our overall complaint management framework.

RESPONSIBILITIES

Continuous Improvement and Insights (Primary)

• Work with complaint handlers on complaints (with focus on Potential Inappropriate Sales (PIS) and FIDReC complaints) to identify trends, gaps and opportunities for improvement

• Collaborate with relevant stakeholders to strengthen processes and reduce recurrence

• Track improvement initiatives to ensure closure and sustained improvements

• Provide insights and lessons learned to management, translating complaints into opportunities to improve client experience to reduce recurrence

Regulatory & External Stakeholder liaison (Primary)

• Work closely with FIDReC case managers to facilitate effective resolution of ongoing cases and participate in mediation and adjudication processes as needed.

• Maintain ongoing communication and collaborate with internal and FIDReC stakeholders to facilitate smooth resolution processes and address any arising issues effectively.

• Prepare and submit FIDReC reports in line with regulatory standards

• Review merits of the case basing on investigation findings, table the findings, and conduct reviews with stakeholders to agree on a decision of each case.

• Ensure that all case handling and resolution processes are aligned with the bank's policies and procedures, particularly the Master Process Document (MPD).

• Track all complaint-related requests from MAS, to ensure accurate and timely responses to MAS through MAS-Tx portal

Complaint Case Management and Reporting (Support)

• Assign complaint cases to the relevant officers for handling and resolution

• Monitor the progress of open complaints and Service Requests, ensuring timely follow-ups and closure based on SLA

• Collaborate closely with frontline teams to drive effective resolution and improve client satisfaction

• Review of complaint letters written from Branch and Contact Centre teams to ensure it addresses the client's complaints fully in an empathetic and fair manner

• Conduct thorough reviews of complaints logged and closed by frontline teams through the RCA (Root Cause Analysis) process e.g. sending out of RCA files to stakeholders, CECC reporting, updating of RCA files for MAS, Senior Management and Fraud cases to ensure they meet quality standards, identify areas for improvement and be ready for any audit purposes.

• Maintain accurate, audit-ready complaints records and data files. Respond to requests from stakeholders for complaints data in a timely and accurate manner. Work with team members to provide guidance to staff on correct complaints data record keeping in line with the Country Complaints MPD.

People & Talent

• Ensure daily productivity towards meeting CE KPIs and ensure consistency in achievement of individual productivity and quality of work.

• Embed valued behaviours and stronger performance culture via continuous engagement and sharing of success stories and recognition.

• Embed innovation, creative thinking, digitisation mindset to implement delighters along a client journey to improve client experience.

• Responsible to ensure that written communications to clients are sincere, empathetic and fair.

Risk Management

• Drive a strong service culture supporting the strategic direction on improving client experience, Treating Clients Fairly (TCF) and reducing complaints with zero tolerance on substantiated Staff Related complaints.

• Drive/ support a strong control environment through creating high awareness of Fair Dealing outcomes and ensuring adequate and proper reporting and governance on complaint management.

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

• 4 plus years of experience in banking processes
• Experience in stakeholder management for driving initiatives or projects.
• Experience excel including use of formulas, conducting of trend analysis and translating to power point presentations for C-suite level is preferred.
• Background in Compliance, Governance or Client Experience roles preferred.
• Has good reporting writing skills is a plus

Role Specific Technical Competencies

• Good writing and communication skill.
• Powerpoint
• Excel (knowledge of Macros/Pivot) is an advantage.

About Standard Chartered

We'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

What we offer

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 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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've 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

Tell employers what skills you have

Charter
Assertive
Risk Management
Trend Analysis
Mediation
TCF
Banking
Finance
Regulatory Requirements
Case Management
Stakeholder Management
Senior Stakeholder Management
Audit
Oral & Written Communication Skills
Call Center

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