Associate Director, Client Experience

Roles & Responsibilities

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)

Complaint Case Management and Reporting (Support)

People & Talent

Risk Management

Regulatory & Business Conduct

Key Stakeholders

Other Responsibilities

Our Ideal Candidate

Role Specific Technical Competencies

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 wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we :

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com / careers

Tell employers what skills you have

Charter

Assertive

Risk Management

Trend Analysis

Mediation

TCF

Banking

Finance

Regulatory Requirements

Case Management

Stakeholder Management

Senior Stakeholder Management

Audit

Oral & Written Communication Skills

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