Manager, Client Experience

Job Summary As a Manager in Client Experience, you will be responsible for handling both written and verbal complaints for Retail Banking and Wealth Management products, ensuring timely investigation, resolution, and logging in line with defined standards and regulations. About Our Wealth and Retail Banking Business We serve more than 13 million individuals and small businesses, focusing on affluent segments including Private Banking, Priority Private, Priority Banking, and Premium. In the mass retail space we target emerging affluent clients as future pipeline prospects. We operate across Asia, Africa, and the Middle East, leveraging a strong local presence and international network to capture cross‑border wealth flows. Our product suite spans deposits, payments, financing, advisory, investments, and bancassurance. We have invested USD $1.5 billion in our Affluent banking business, prioritising frontline teams, digital platforms, client centres, and marketing to drive growth. Key Responsibilities Handle written and verbal complaints for Retail Banking and Wealth Management Products, ensuring timely investigation, resolution, and proper case closure with accurate system logging. Identify potential fraud, high‑risk cases, and ensure timely escalation to relevant parties for follow‑up actions. Spot business improvement opportunities, inform relevant parties, and assist in designing preventive measures. Raise alerts if similar complaints repeat significantly or indicate emerging trends. Ensure compliance, guide team members to adhere to internal policies and external regulations. Work closely with key stakeholders and maintain positive working relationships. Skills and Experience Experience in complaint handling within sizable financial institutions; client‑facing experience in banks is preferred. Strong knowledge of Retail Banking products, preferably Wealth Management. Proven track record in managing adverse customer feedback. Fluency in written and verbal English and Chinese; proficiency in Mandarin is preferred. Strong commitment, proactive, and positive mindset. Ability to collaborate with multiple stakeholders and resolve issues thoroughly. Demonstrated customer‑servicing orientation. About Standard Chartered We are an international bank that has been making a positive difference for nearly 170 years. We challenge the status quo, embrace diversity, and nurture inclusion. Working with us means celebrating your unique talents and contributing to a purposeful career that benefits clients, communities, and each other. Together We Act with integrity, putting the client at the heart of everything we do. Never settle and continuously strive to improve and innovate while keeping things simple and learning from experience. Value collective strength, inclusive collaboration, and building for the long term. What We Offer Competitive salary and benefits to support mental, physical, financial, and social wellbeing. Core bank funding for retirement savings, medical, and life insurance, plus flexible voluntary benefits in some locations. Time‑off including annual leave, parental/maternity (20 weeks), sabbatical (12 months max), and volunteering leave (3 days) with a global minimum of 30 days. Flexible working options based on home and office locations, featuring adaptable patterns. Wellbeing support via Unmind, resilience courses, a global Employee Assistance Programme, mental health first‑aiders, and self‑help toolkits. A continuous learning culture, with opportunities to reskill and upskill across physical, virtual, and digital platforms. A welcoming, values‑driven organisation that embraces diversity and empowers everyone to realize their full potential. Seniority Level Mid‑Senior Level Employment Type Full‑Time Job Function Sales and Business Development Industries Banking #J-18808-Ljbffr