Job Summary

•    The role of a Client Experience Manager is to ensure that the business follows a client-centric approach and deliver a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the client journey. 
•    The role is responsible for keeping track of customer journeys, interacting with customers across channels and platforms and coordinating with internal stakeholders such as product design and development, sales, operations and so on in order to keep fine-tuning the customer’s experience.

Key Responsibilities

Strategy
•    Awareness and understanding of the Bank’s business strategy and model appropriate to the role.

Business
•    Ensure all complaints are properly and independently captured and are resolved fairly within SLAs.
•    First escalation of difficult complaints.
•    Perform root-cause analysis on key complaint areas and work with responsible units on preventive measures.
•    Ensure to meet all complaint metrics targets.
•    Track fee waiver and service recovery.
•    Reinforce frontline empowerment.

Processes
•    Develop robust framework for complaints management (for e.g. DOIs).
•    Ensure all Group and Country reports are submitted timely.

People & Talent
•    Perform quality assurance check on relevant telesales and client care centre service, social care activities. 
•    Provide training and feedback/coaching to frontline on complaint management.

Risk Management
•    Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Bank, as well as an awareness and understanding of the main risks facing the Bank and the role the individual plays in managing them.

Governance
•    Responsibilities relating to the direction, planning, structure, framework (for e.g. processes and policies) and oversight. Awareness and understanding of the Regulatory framework in which the Bank operates, and the regulatory requirements and expectations relevant to the role.

Regulatory & Business Conduct
•    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
•    Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    Lead to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 
•    Serve as a Director of the Board 
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Key stakeholders
•    All Retail and Retail Support staffs
•    Head, WRB
•    Segment Head, WRB
•    Head WRB Products
•    Head Legal & Compliance
•    Country Business & Operational Risk Manager
•    GTO
•    Branch Operations

Other Responsibilities
•    Embed Here for good and Group’s brand and values in Vietnam / WRB/Client Experience function.

Skills and Experience

•    Language: English and Vietnamese proficiency (writing and speaking
•    Manage Conduct
•    Manage Risk
•    Manage People
•    Microsoft Office and Excel

Qualifications

•    Language: Proficiency in English and Vietnamese (both writing and speaking)
•    Bachelor Degree (minimal)

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.