Complaint Manager

Standard Chartered

  • Bukit Jalil, Kuala Lumpur
  • Permanent
  • Full-time
  • 22 days ago
Job SummaryWe are looking for an experienced and skilled Complaint Manager, with in-depth knowledge of banking products and regulatory frameworks, excellent communication skills, and a proven track record in managing customer complaints to join our team. This role is critical in ensuring customer satisfaction, compliance with regulations, and maintaining the bank's reputation by effectively resolving customer issues.About our Wealth and Retail Banking Business:We service more than 13 million individuals and small businesses, with a focus on the affluent segment which encompasses Private Banking, Priority Private, Priority Banking, and Premium. In the mass retail space, we're focused on emerging affluent clients who will progress in their wealth journey with us and form the pipeline of future affluent clients.We're a leading wealth manager in Asia, Africa and the Middle East, and our deep local presence and international network enables us to capture the strong structural tailwinds which are driving cross-border wealth flows. Our comprehensive product propositions span across deposits, payments, financing, advisory, investments and bancassurance.We're investing USD $1.5 billion in our Affluent banking business. Our investment focuses on affluent frontline teams, wealth and digital platforms, and client centres, as well as brand and marketing, to drive growth. You'll join a growing franchise within Standard Chartered Group.Job Descriptions
  • Comprehensive understanding of banking products such as loans, savings, credit cards, etc.
  • Familiarity with regulatory frameworks, including AML, KYC, and local financial laws (specifically in Singapore).
  • Ability to craft clear, professional, and jargon-free responses to customer complaints and inquiries.
  • Proficient in using CRM systems and complaint tracking tools to manage and document cases efficiently.
  • Identifies potential legal or reputational risks associated with complaints and ensures all complaints are handled in line with internal policies and external regulations.
  • Keeps clients updated throughout the complaint resolution process, ensuring transparency and trust
Job Requirements
  • Diploma in business, Finance, or a related field.
  • Minimum of 3 years of experience in a customer service or complaint resolution role within the banking industry.
  • Strong understanding of banking products and regulatory requirements.
  • Excellent written and verbal communication skills.
  • Proven ability to manage and resolve customer complaints efficiently.
  • High level of empathy and emotional intelligence.
  • Strong organizational skills and attention to detail.
  • Ability to work collaboratively with cross-functional teams.
About Standard CharteredWe'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 offerIn 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.
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Standard Chartered