Job Summary

This role will be responsible for managing the email channel team of Client Care Unit. Oversee daily functions of the complaint email inbox, ensuring all emails are prioritized and addressed promptly. Implement standardized procedures for handling different types of inquiries to maximize efficiency. Work closely with product development, customer service, and other relevant departments to address systemic issues that lead to complaints. Having excellent written and verbal communication skills are essential for this role.

Key Responsibilities

• Direct and coordinate activities of the Complaints Management Team.
• Work closely with the Director Customer Care Unit, Head Customer Experience and Manager Customer Experience Insights to identify and eliminate root cause of top complaints with a specific focus on High Risk complaints (repeat, social media, regulatory, media, escalated complaints, etc).
• Ensure performance metrics set by management are met.
• Continually strive to up-skill and motivate complaint Analyst. 
• Promote a culture of client centricity in Complaint handling.
• Oversee Operations, manage the daily functions of the complaint email inbox, ensuring that all emails are prioritized, and addressed promptly.
• Implement standardized procedures for handling different types of inquiries to maximize efficiency.
• Work closely with product development, customer service, and other relevant departments to address systemic issues that lead to complaints.
• Initiate follow-up communications with customers post-resolution to confirm satisfaction and gather insights for improvement.
• Create and enforce quality assurance guidelines for email responses to ensure compliance with Bank standards and customer expectations.
• Ensure compliance of Anti Money Laundering, Conduct Customer Due Diligence policies & procedures in accordance with Group and Local Regulatory guidelines.
• Responsible for implementation of Shariah Governance Framework across the unit.
• Lead initiatives to streamline workflows, reduce response times, and enhance the overall email management process.
• Conduct regular reviews of email communications, assessing quality, tone, and effectiveness, and providing feedback for continuous improvement.
• Accountable and responsible for effective implementation of decisions, rulings, fatawa and guidelines given by Shariah Board across the business
• Employ, engage and retain high quality people, with succession planning for critical roles.

Skills and Experience

• Excellent written and verbal communication
• Interpersonal skills
• Purpose driven
• Time management
• Minimum 5 years of experience

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.