Job description

Job Summary

As a Client Experience Executive at Standard Chartered in Dubai, you will play a pivotal role in embedding a customer-centric culture throughout all transactional and operational processes. Your efforts will directly contribute to creating and maintaining a differentiated service model that consistently exceeds customer expectations and stands apart from competitors. By ensuring superior service delivery, you will help drive the Bank’s profitability and expand its market share, reinforcing Standard Chartered's commitment to excellence in client engagement.

This role offers an exciting opportunity to be at the forefront of enhancing client experience by systematically capturing and analysing the Voice of Customer (VoC). Working collaboratively across teams, you will provide actionable insights to improve processes, address service gaps, and ensure timely issue resolution. Your active participation in this dynamic environment will empower the Bank to innovate its service offerings while promoting a customer-first philosophy.

In this role, your key responsibilities will include:

• Ensuring the completion of survey calls within the stipulated turnaround time for all assigned processes, maintaining high quality and accuracy in data collection.
• Timely and precise reporting of survey findings to the relevant Country teams, ensuring data integrity and actionable feedback.
• Coordinating closely with Country contacts to secure survey data files within agreed timelines, facilitating smooth operational workflows.
• Adhering strictly to call scheduling and dialler protocols to optimise survey effectiveness and client engagement.
• Managing assigned processes diligently to uphold service standards and contribute to team goals.
• Providing insightful recommendations to enhance people and process efficiency based on identified themes and feedback during survey calls.
• Promptly escalating unresolved issues to business stakeholders for timely service recovery and resolution.
• Maintaining a spotless record of client satisfaction by preventing complaints and stakeholder escalations through proactive management.
• Collaborating effectively with cross-functional teams to eliminate non-value adding activities and address any observed process lapses.
• Engaging in continuous professional development by participating in e-learning via the diSCover platform, dedicating a minimum of 12 hours annually to enhance relevant skill sets.
• Efficiently managing survey volumes and diligently capturing client feedback to support informed analysis that drives frontline coaching and service improvements.

Must-have Skills
•    Client engagement
•    Microsoft Office Proficiency
•    Productivity & Target Management

•    Engaging with clients and understanding their experiences
•    Achieving defined productivity and quality targets
•    Contributing to improvements through meaningful client feedback

Professional Qualifications and Experience:

• Previous experience as a call centre agent or in a customer service role, with evidence of successfully handling client interactions and feedback.
• Strong analytical skills, capable of interpreting complex data and extracting actionable insights.
• Educational background: While a Bachelor’s degree is preferred, candidates with a completed high school education and relevant experience will be considered.
• Excellent proficiency in English communication, both written and oral, is essential to effectively engage with clients and internal teams.

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.

• A commitment to diversity and inclusion: joining a values-driven organisation that celebrates unique perspectives across teams, functions, and geographies.
• Competitive remuneration: aligned with our Fair Pay Charter, ensuring equitable and transparent compensation, alongside benefits supporting your financial, mental, physical, and social wellbeing.
• Comprehensive retirement and insurance benefits: core bank funding for savings, medical coverage, and life insurance, with additional flexible benefits available depending on location.
• Generous leave entitlements: including annual, parental, maternity (up to 20 weeks), sabbatical (up to 12 months), and volunteering leave, ensuring a healthy work-life balance.
• Flexible working arrangements: options blending home and office presence, designed to accommodate various working patterns and personal needs.
• Robust wellbeing support: access to Unmind—a leading digital wellbeing platform, resilience training, employee assistance programmes, mental health first-aiders, and self-help resources.
• Learning and development opportunities: a culture that fosters continuous growth through reskilling, upskilling, and access to a variety of learning platforms including physical, virtual, and digital formats.

Explore more about our culture and careers at www.sc.com/careers.