Complaint Analyst, Client Experience Team

Job Description

Job Summary

As a diligent and detail-oriented Complaint Analyst, who possess strong data analysis skills, proficiency in analytics tools, and excellent communication abilities, this role will oversee the management and analysis of complaint data. Responsibilities include providing insights and improvements for both internal and external stakeholders. The role requires close collaboration with the Client Experience Head to ensure comprehensive and effective complaint management.

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.

Key Responsibilities

• Identify and correct any inaccuracies in complaint data.
• Maintain and update master documents related to complaint management.
• Re-attribute complaints if found to be assigned incorrectly.
• Ensure all complaint documentation is up-to-date and accurately reflects current statuses.
• Collect responses and relevant data from different units before finalizing and responding to complaints.
• Identify opportunities for process improvements based on complaint data analysis.
• Propose and implement strategies to enhance client satisfaction and reduce complaint volumes.
• Collaborate with the Head of Client Experience to align priorities and strategies.
• Ensure all complaint handling processes comply with regulatory requirements (e.g., MAS).
• Conduct regular quality assurance checks to maintain high standards in complaint resolution.

Skills and 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

and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

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.

with flexible and voluntary benefits available in some locations.

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.

options based around home and office locations, with flexible working patterns.

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

to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.

one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Profile Description

Standard Chartered Bank