Senior Manager, Client Experience

Job Summary As a Senior Manager in Client Experience, you will be responsible for handling written and verbal complaints for Retail Banking and Wealth Management Products. Key Responsibilities Handle written and verbal complaints for Retail Banking and Wealth Management Products; ensure timely investigation/resolution, proper case closure and logging in the system for clear and complete record purposes. Identify potential threats, frauds and high impact/high risk cases requiring immediate rectification/improvement and ensure that they are timely escalated to the relevant parties for action and follow‑. Identify business/improvement opportunities, elevate them to relevant parties and assist in the design of preventive measures as appropriate. Raise alerts if similar complaints repeat significantly or signal a developing trend or ineffectiveness of previous preventive actions. Ensure self‑compliance and guide team members to comply with internal policies and external regulations. Work closely with key stakeholders and maintain good working relationships. Skills And Experience Work experience in complaint handling within sizable financial institutions; client‑facing experience in banks is considered. Sound knowledge of Retail Banking products, preferably in Wealth Management Products. Proven track record in handling adverse customer feedback. Fluency in written and verbal English and Chinese; proficiency in Mandarin preferred. Strong commitment, proactive mindset and positive attitude. Ability to work with multiple stakeholders and get to the bottom of the issue. Demonstrate a servicing mindset. Qualification Education: Bachelor’s degree or related experience in customer service or complaint management role. Languages: Fluent in written and spoken English and Chinese. 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. Count on us to celebrate your unique talents and we can’t wait to see the talents you can bring us. Benefits 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, 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. About Our Wealth And Retail Banking Business We service more than 13 million individuals and small businesses, focusing on the affluent segment that includes Private Banking, Priority Private, Priority Banking, and Premium. In the mass retail space, we target emerging affluent clients who progress in their wealth journey with us and form the pipeline of future affluent clients. We’re a leading wealth manager in Asia, Africa and the Middle East, with a deep local presence and international network that lets us capture the strong structural tailwinds driving cross‑border wealth flows. Our comprehensive product propositions span deposits, payments, financing, advisory, investments and bancassurance. We’re investing USD $1.5 billion in our Affluent banking business. Our investment focuses on affluent frontline teams, wealth and digital platforms, client centres, brand and marketing to drive growth. You’ll join a growing franchise within Standard Chartered Group. #J-18808-Ljbffr