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Experienced
About the role
This role sits within the COO team of a private banking business in Singapore, reporting to the Director of Client Experience for the GCNA region. You will help the front office deliver a strong client experience across the whole relationship, handling feedback and complaints while working with stakeholders to fix root causes. It suits someone with deep private banking operations knowledge who is comfortable with governance, investigations and senior stakeholder management.
What you'll do
Manage client complaints and feedback end to end, including investigation through correspondence, account records and client interactions, and ensure timely and fair resolution in line with regulatory and internal standards
AD, COO Client Experience, PvB SG job at Standard Chartered, Singapore | WorkJio
Work with Front Office, Legal, Compliance and other stakeholders to assess regulatory implications, support filings and keep handling of client issues consistent and defensible
Analyse complaint data to spot trends, root causes and control gaps, and drive corrective actions and process improvements
Prepare management information and client correspondence, and manage escalation and governance reporting including Non-Financial Risk forums
Handle operational incidents affecting clients end to end, liaising with operations and technology teams on issue identification, root cause analysis, resolution proposals and client response letters
Conduct structured investigations involving fact-finding, evidence review and stakeholder interviews
Perform root cause analysis to separate system defects, process gaps and human errors, and manage sensitive client-impact cases while aligning internal stakeholders on remediation
Support the PvB COO on Conduct Principles outcomes covering fair client outcomes, effective financial markets, financial crime compliance and the right environment
Drive client experience initiatives in private banking, including complex operational and technology incidents and bespoke solutions for UHNW and Platinum clients
Consolidate Voice of Business inputs from clients and Front Office to identify recurring service gaps and pain points
Engage process owners, Operations and Technology partners to turn feedback into actionable solutions and align priorities on process and system enhancements such as eOps, T24 and digital platforms
Drive governance through Service Excellence forums and taskforces, tracking initiative progress and resolution of issues and incidents
Lead delivery of improvement initiatives by coordinating stakeholders and ensuring solutions are implemented
Keep up with business developments and drive operational process changes in line with business strategy
Review and challenge the status quo to remove operational roadblocks and improve efficiency and client experience
Advise front office on internal policies and procedures related to Conduct and raise awareness of Conduct topics
Escalate risk matters to Business Risk Management and Compliance for assessment and resolution
Report com
Requirements
At least 8 years of experience in banking or financial services
Strong exposure to business management, governance and operational processes
Good understanding of client experience and private banking operations
Experience with process improvement and business development, ideally in wealth or private banking
Knowledge of risk management, conduct, compliance and regulatory requirements
Ability to identify and mitigate operational risks
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