Job Summary

The Associate Director, Client Experience is primarily responsible for managing assigned FAA complaints end to end, from receipt and investigation through to client response and closure. The role works directly with clients and relevant internal stakeholders to address all complaint concerns, establish the facts and deliver fair, consistent and evidence-based outcomes within stipulated turnaround times (TAT) and in accordance with the Bank’s complaint handling processes.

The role maintains clear client communication, timely case progression and complete complaint records, escalating complex issues, risks and delays for appropriate review. It identifies root causes and improvement areas arising from complaints, recommends practical actions and follows up with relevant owners on agreed improvements. 

Key Responsibilities

End-to-End FAA Complaints Management
•    Take ownership of assigned FAA complaints from receipt and assessment through to investigation, client response and closure, following the established process and stipulated TAT.
•    Clarify the client’s concerns and desired resolution, gather relevant records and coordinate stakeholder inputs to investigate advisory conduct, fact-find, suitability, product disclosure and client outcome concerns.
•    Assess all issues raised against the available evidence and relevant standards, documenting findings and recommending fair, balanced and client-centric outcomes for approval where required.
•    Recognise sensitive, complex or high-risk matters, including vulnerable client needs, potential inappropriate sales and material client impact, and seek timely guidance or escalation while maintaining case ownership.

Client Engagement and Fair Outcomes
•    Act as the client’s point of contact for assigned FAA complaints, listening to concerns, explaining the review process and maintaining regular updates through to closure.
•    Consider the client’s circumstances alongside the facts, the Bank’s policies and relevant product, advisory and regulatory standards when assessing the appropriate outcome.
•    Clarify evidence gaps, inconsistencies and unclear outcome rationale with relevant stakeholders, escalating unresolved concerns and obtaining required reviews or approvals.
•    Ensure client communications are clear, empathetic, balanced and sufficiently explain the Bank’s position and outcome.

Timely Resolution and TAT Discipline
•    Progress and close assigned FAA complaints within stipulated TAT and process requirements, and meet agreed case deadlines.
•    Maintain strong case discipline, including clear ownership, case tracking, timely stakeholder follow-up, proper documentation, escalation of blockers and appropriate client updates.
•    Track case milestones and ageing, follow up promptly on outstanding inputs and escalate blockers or potential TAT breaches early, keeping clients informed of delays and next steps.

Case Quality and Process Adherence
•    Handle assigned complaints in accordance with the Bank’s complaints management framework, policies, standards and operating procedures.
•    Check the completeness and quality of case investigations, analysis, outcome rationale, client responses and closure records, addressing review feedback before finalisation.
•    Ensure complaint closures meet internal process requirements, regulatory expectations and audit-ready documentation standards.
•    Identify and escalate process gaps, control weaknesses, policy inconsistencies or recurring handling issues to the appropriate stakeholders and governance forums

Continuous Improvement and Root Cause Management
•    Identify root causes, recurring themes and improvement areas arising primarily from FAA complaints/ case learnings.
•    Raise identified gaps with relevant stakeholders and recommend practical improvements, with agreed action owners and timelines.
•    Work with process and business owners to translate complaint findings into improvements to processes, controls, advisory practices, disclosures, training and client communications.
•    Follow up on agreed actions arising from assigned complaints, record progress and completion evidence, and escalate overdue or unresolved improvements to management.

Reporting, Insights and Management Information
•    Maintain accurate, complete and timely records for assigned FAA complaints such as issues raised, investigation findings, TAT, outcomes, root causes and improvement actions.
•    Contribute case data and insights to complaint reporting, highlighting recurring issues, emerging risks and opportunities to improve client outcomes.
•    Provide concise inputs for management and governance updates on assigned cases, TAT performance, significant findings and progress of agreed improvement actions.

Capability Building and Culture
•    Share lessons learnt from assigned FAA complaints to strengthen complaint handling and prevent repeat issues.
•    Promote a culture of fairness, accountability, constructive challenge, client-centricity and continuous improvement in the handling of FAA complaints.
•    Support training and awareness initiatives to strengthen investigation quality, documentation standards, outcome rationale and client communication quality.

Risk, Compliance and Audit Readiness
•    Ensure assigned FAA complaint handling support activities comply with the Bank’s risk management framework, conduct standards, regulatory obligations and internal policies.
•    Escalate material risks, systemic issues, potential client harm, control gaps or reputational concerns through appropriate governance channels.
•    Maintain audit-ready case documentation and support internal reviews, audits, inspections and regulatory queries relating to complaint handling and client outcomes.

Broad Accountabilities
•    Manage assigned FAA complaints end to end, from receipt and investigation through to client response and closure.
•    Deliver fair, consistent and client-centric outcomes, supported by complete investigations, clear evidence and required reviews or approvals.
•    Meet stipulated TAT and process requirements, tracking case milestones, following up on inputs and escalating delays early.
•    Maintain clear client engagement and case discipline, including regular updates, complete records and well-documented closure rationale.
•    Maintain quality in assigned cases, checking investigation completeness, client communications, outcome recommendations and closure documentation.
•    Escalate sensitive or high-risk matters appropriately, including vulnerable client needs, potential inappropriate sales, conduct risks and material client impact.
•    Identify root causes and improvement areas arising from complaints and recommend practical actions to prevent recurrence and improve client experience.
•    Coordinate with relevant internal stakeholders to obtain evidence, resolve case queries and agree ownership of complaint-led improvements.
•    Follow up on agreed improvement actions, documenting progress and completion evidence and escalating outstanding items.
•    Maintain accurate complaint data and reporting inputs, covering case progress, TAT, findings, outcomes, root causes and improvement actions.
•    Share case learnings and support capability building, contributing to stronger investigation, documentation and client communication practices.
•    Ensure risk and compliance standards are met, with audit-ready documentation and appropriate escalation of material risks or control gaps.

Motivations

•    Creating fair and client-centric outcomes — energised by resolving complex complaints in a way that is balanced, empathetic, evidence-based and defensible.  
•    Improving how the Bank serves clients — driven by using complaint insights to fix root causes, simplify processes, strengthen controls and improve client journeys. 
•    Learning from feedback and failures — energised by identifying lessons learnt from complaints, QA reviews, audits, regulatory feedback to continuously improve.  
•    Maintaining high standards under scrutiny — motivated by working in an environment where complaint handling must withstand regulatory, audit and senior management review.

Our Ideal Candidate

Key Experiences
•    6+ years of experience working in a regulated, client-facing or risk-sensitive environment, where decisions need to be fair, well-documented and able to withstand review.
•    Familiarity with complaint trends, root cause analysis, remediation tracking or continuous improvement would be advantageous.
•    Experience supporting or coaching others on case handling quality, communication standards or client outcome assessment would be beneficial.
•    Ability to use data, insights or management information to support decision-making, prioritisation and process improvements.
•    Experience handling complex client complaints, escalations, service recovery, investigations, conduct matters, audit, compliance, quality assurance, operations, product governance or process improvement.

Role Specific Technical Competencies

• Complaint Investigation & Resolution Management
• Client Experience & Stakeholder Management
• Regulatory Compliance & Risk Management
• Case Management & TAT Governance
• Root Cause Analysis & Continuous Improvement
• Quality Assurance & Documentation Excellence
• Data Analysis & Management Reporting

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.

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