Associate Director, Client Experience

**JOB SUMMARY**
- We are seeking a detail-oriented and proactive FIDReC/ Early Resolution Specialist to join our team. In this role, you will be responsible for managing and resolving FIDReC/ Early Resolution complaints received from FIDReC in a timely and efficient manner. Your primary duties will include handling ongoing FIDReC/ Early Resolution cases and working closely with FIDReC case managers for resolution, mediation, and adjudication when necessary

**RESPONSIBILITIES**

**Strategy**
- Receive and assign cases from FIDReC on a daily basis, ensuring all complaints are tracked, updated in the tracker and prioritised appropriately.
- Contact clients promptly to address and resolve FIDReC complaints within the established early resolution timeframe, providing exceptional customer service throughout the process.
- Conduct prompt follow-ups on cases and maintain accurate logs for audit purposes, ensuring all interactions and resolutions are documented thoroughly and recorded in the Client Events Management System (CEMS).
- Maintain ongoing communication and collaborate with internal and FIDReC stakeholders to facilitate smooth resolution processes and address any arising issues effectively.
- 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).
- Work closely with FIDReC case managers to facilitate effective resolution of ongoing cases and participate in mediation and adjudication processes as needed.
- Identify opportunities to improve processes to elevate customer experience or close gaps

**Business**
- To support WRB as the primary liaison between the bank and FIDReC to ensure timely, accurate, and professional handling of all complaint cases.

**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.
- Individual responsibility to upskill and sharpen compatible skills to manage all FIDReC complaints

**Risk Management**
- Personal accountability for quality and completeness of record keeping on FIDReC/ Early Resolution complaints
- 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.

**Governance**
- Ensure relevant systems and controls pertaining to the role remit are in compliance with Group and Business policies, procedures, standards and codes, including those governing all Risk types, Compliance, Operational Risk, Technology and Operations, Finance and Reputation
- Embed the Group’s values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees form part of the culture
- Engage with all audit report findings and ensure feedback is acted upon

**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.
- 4 plus years of experience in banking processes..
- Experience Macros and powerpoint is preferred.
- Experience in Compliance is a plus
- Experience in a client experience/ complaint resolution: case management preferred
- Familiarity in banking processes and regulatory requirements 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 wa