• Negotiable
  • Hong Kong
  • Permanent, Full time
  • Standard Chartered Bank Hong Kong
  • 2018-07-16

Senior Manager, Client Experience, Retail Banking

  • Location: Hong Kong
  • Salary: Negotiable
  • Job Type: Full time

Please refer to detailed JD

We are currently looking for a Senior Manager, Client Experience.

Be part of our Client Experience Team to support the complaint handling in a professional manner so as to recover customer's confidence in the Bank and where possible turn complaints to business; to safeguard the Bank's good image in the public and reinforce the Bank's integrity and reputation. The incumbent will have to identify and escalate to Senior Management of Client Experience & relevant stakeholders any potential threats, risks and areas for improvements to the Bank.

Key Role & Responsibility

- Ensure all complaints have gone through sufficient investigation, analysis, escalation and reflection, and is possible, rectification by applying the available resources / authority.

- Manage and input both positive and negative customer feedback information for effective and prompt response.

- Analyse customer feedback and identify the root cause and problem owner of each complaint.

- Initiate and follow-up, when appropriate, process / service improvement program.

- Identify potential threats / risks / areas which lead instant rectification / improvement, and also business opportunities, and escalate them to appropriate parties for follow-up actions.

- Act as a mentor to junior staff of the team.


Qualifications & Skills

- Tertiary education/University degree with relevant experience in banking.

- Solid experience in customer complaint handling and / or investigations.

- Sound knowledge of banking services and products features will be an advantage.

- Excellent interpersonal and communication skills.

- Good analytical and problem solving skills.

- Customer focus and assertive.

- Good manner in handling customer feedback and complaint.

- Excellent command of written and spoken English and Chinese. Able to speak Mandarin is an advantage.


We are committed to building a culture that fosters a diverse and inclusive environment that's free from bias, where everyone can realise their full potential and make a positive contribution. This is just one of our values that is expressed in our brand promise - here for good. Apply Now...

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