Job Summary

This pivotal role is centred on developing and driving the customer experience strategy for Hong Kong Wealth & Retail Banking, ensuring that the voice of the customer directly influences and shapes the business agenda. As the leading advocate for the customer, the postholder will spearhead initiatives to transform customer journeys by harnessing insights derived from customer feedback, complaint data, detailed analytics, and broader market intelligence. This position oversees the entire lifecycle of complaint management and service recovery, ensuring that all customer interactions uphold the highest standards of fairness, timeliness, and regulatory compliance. Collaborations with diverse teams across Product, Digital, Operations, Contact Centres, and Technology are essential to deliver enhanced customer satisfaction and loyalty, protecting the bank's reputation and mitigating conduct risks. They will lead a motivated and high-performing team, nurturing a culture that places customers at the core of operational and strategic decisions, thereby reinforcing trust and creating seamless banking experiences.

Beyond operational duties, this role calls for a visionary approach to embed customer-centric values throughout the organisation, taking accountability for continual enhancement initiatives and fostering a workplace culture driven by empathy, innovation, and excellence.

Key Responsibilities

Key Responsibilities

• Act as the principal representative for the bank in all customer-related discussions with regulatory bodies, industry groups, ombudsman services, and consumer advocacy councils, ensuring transparent and constructive communication.
• Guide and provide governance over critical customer issues including major incidents, concerns of vulnerable customers, escalated complaints, and high-profile cases, guaranteeing appropriate remediation and diligent stakeholder communication.
• Lead, mentor, and build a cohesive and empowered Client Experience team, promoting a work environment characterised by ownership, creativity, continuous professional development, and collaborative success.
• Partner closely with senior leadership to design and execute comprehensive customer experience strategies, aligning initiatives with overarching business growth plans, risk management frameworks, and evolving regulatory expectations.

Regulatory & Business Conduct

• Exemplify and uphold the Group's Values and Code of Conduct, embodying high ethical standards and integrity in all actions.
• Take personal and collective responsibility to embed rigorous standards of regulatory adherence and business conduct, ensuring full compliance with all relevant laws, guidelines, and internal policies both in letter and spirit.
• Steer the Retail Transformation and Client Experience teams to meet the Bank’s Conduct Principles, striving for fair client outcomes, efficient and ethical financial markets, robust financial crime controls, and a supportive organisational environment.
• Collaboratively identify, escalate, and mitigate risks relating to conduct, compliance, and customer outcomes, applying sound judgement and professional diligence.

This is a full-time, office-based leadership position located in Kwun Tong, requiring close collaboration with multiple internal and external stakeholders and direct oversight of a dedicated team. The role mandates adherence to high standards of professionalism and conduct, alongside strategic vision and practical execution skills.

Skills and Experience

Successful candidates will bring substantial experience managing complaint and compliance functions within the retail banking sector, demonstrating strong leadership capabilities and a comprehensive understanding of retail banking products and customer service frameworks. Proven skills in stakeholder management are essential, as is a positive, proactive approach towards continuous improvement and problem-solving.

• Extensive experience in complaint and service quality management in retail banking.
• Demonstrable leadership skills, with the ability to inspire and manage diverse teams.
• In-depth knowledge of retail banking products, processes, and service delivery models.
• Effective stakeholder engagement and management skills across multiple levels.
• A consistently positive attitude and resilience in managing complex challenges.

The successful candidate will have a passion for enhancing customer experiences by leveraging data-driven insights and fostering cross-functional collaboration.

Qualifications

A Bachelor’s degree in Business, Marketing, Customer Experience, Banking, Finance or a closely related field is mandatory. Candidates should have a minimum of 15 years of relevant experience, inclusive of senior leadership roles handling customer experience, service excellence, complaints management, retail banking, or similar areas.

Proven success in leading enterprise-wide transformation projects aimed at elevating customer experience outcomes and business performance is critical. Thorough knowledge of retail banking products, regulatory environments, customer journey mapping, and conduct risk frameworks is required. Superior capability in managing sensitive customer escalations and interfacing with senior stakeholders, regulators, and managing reputational risks with sound judgment and diplomacy is expected.

Strong influencing and stakeholder engagement competencies, together with a history of cultivating inclusive, high-performing teams committed to customer-centricity, are essential. Candidates should exhibit strategic thinking, analytical acumen, effective communication, and an unwavering commitment to continuous enhancement of customer service standards.

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:
 
Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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.
 
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, which is 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.