Associate Director, Client Experience

Job ID: 40104

Location: Singapore, SG

Area of interest: Private Banking & Wealth Management

Job type: Regular Employee

Work style: Hybrid Working

Opening date: 17 Sept 2025

**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.- 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.
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