The Role Responsibilities
Delivering consistent and reliable Trade Finance transactions to Tier 1 Clients in line with their personalised service needs to Win through Service.
Operating with a deep understanding of client business and the products they operate. Empowered decision makers taking ownership of transactions and enquires and leveraging Trade Product Operations, Trade Core Operations and Trade GBS Operations to ensure service standards are fulfilled.
Meet Targets set on Query reduction, First Contact Resolution and Quick Kills.
Handle escalated cases for tier 1 clients and ensure quick and satisfactory resolution
Ensure meeting of Targets set on SLA adherence, TAT for Tier 1 clients.
Institute forums to discuss and resolve regular queries and find one-time solutions
Ensure queries are resolved within agreed TAT for Tier 1 Clients
Provide oversight for overdue queries and complaints
Arrange meetings with Tier 1 (ex-priority) clients at agreed frequency.
Engage Product Operations Team for advisory for complex deals or based on requests from clients.
Process, Premium Service, Productivity and Budgetary Management
Manage Client Operation Team daily operations accordingly to the laid down procedure and standard of service and ensure operations complies with applicable : by Generic Product Program and Country Product Addendum Money Laundering Prevention Procedures and report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager Sanctions policy & procedures Group Policies / GDOI Legal & Compliance Policies
Ensure handling of Queries / Complaints as per the Documental Operating Instructions manual, customer’s instructions and within the timeliness and accuracy standards specified.
Ensure all referrals are accurately checked and responded correctly with the SLA and in compliance with statutory regulatory and internal operational instructions.
End to End Ownership of all Tier 1 (ex-priority) clients service queries / complaints until satisfactory resolution.
Ensure prioritisation of Tier 1 (ex-priority) clients from a processing standpoint to achieve targeted TAT for all their transactions.
Monitor and uplift Utilisation for Tier 1 (ex-priority) clients as per target set.
Meet tier 1 clients to gain feedback and suggestions on service improvement.
Engage Tier 1 clients on regular analysis of frequent queries and work with Product Operation Team on Disruptive Analysis for Tier 1 (ex-priority) clients to drive actions for reductions.
Monitor Key Metrics Service Performance Scorecard around proactive query reduction, service quality increase and digitization index increase and initiate actions with tier 1 clients, stakeholders and product operations as required.
Manage the running cost of the team to meet or exceed the budgetary target.
Assist Head of Trade Ops for collaboration with Technology on futuristic digital opportunities, pre-empt disruptive forces and commercialise innovative use of technologies
Assist Head of Trade Ops to achieve the financial performance targets of front to back operations and to drive the respective country to prioritize investments into making client journey simpler, faster, better Challenge status quo in driving courageous conversations of doing business with Right Clients with a sustainable cost / income ratio.
Governance & Risk Management
Immediate escalation of all queries / complaints received from regulators.
Ensure Set Control standards are adhered to and met.
Continuous update of service CDOI and dissemination of relevant information to team.
Proactive identification of risks and concerns including escalation to all relevant stakeholders
Monitor complaints and completion of corrective action.
Support to effectively implement all operational, regulatory and financial control measures and monitoring plans for compliance and control standard as per the defined Enterprise Risk Management Framework.
Proactively communicate with the Business Unit Head and BRM on operational risk issues. Escalate significant events to Business Unit Head / BRM as appropriate.
Support operations team pre / post audits and assurance reviews.
Provide support on any regular and ad hoc tasks related to unit operational risk management assigned by BRM from time to time
Embed the Group’s values and code of conduct. Develop a robust culture to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees.
Business Continuity Management :
Assist Head of Trade Operations to ensure an adequate Business Continuity Management ( BCM ) plan is in place across the business, to facilitate continuity of critical business operations in the event of significant business interruption.
People and Talent :
Train up team members to maximize the productivity of resources available and to ensure that they have the required level of expertise to answer customers’ queries and apply the operational standard required by the Bank.
Monitor morale and constantly motivate direct reports to ensure that optimum level of productivity and service standards are achieved.
To act as a sponsor for the team for all changes facing Trade Operations group to ensure that such changes are implemented successfully
Lead and support a change in mindset, building a culture of client centricity, agility, and accountability through standardised metrics and measurement, with the expectation that everyone in Operations are drivers and owners of client outcomes.
Review team structure and capacity plans in accordance with change in business structure and demand.
Regulatory & Business conduct :
Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank.
This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Always work towards achieving the outcomes set out in the Bank’s conduct Principles : Fair Outcomes for Clients; Effective Financial Markets;
Financial Crime Compliance; The Right Environment.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Engage with local regulatory stakeholders and build trusted and valued relationships to drive outcomes that are satisfactory to the conduct of business in the country
Monitor the effective communication and implementation of regulatory changes
Key Relationships :
Internal Head & team members of Trade Operations Head & managers of GBS Trade UORM Group Trade Product and Client Operations Local TB Product Management Business Technology Front Office & Middle Office Other Operations Functions Other Functions (HR, Finance, Legal & Compliance, Tax) Audit and investigations
External Customers Vendors External consultants Bank Audit / Accounting firms Local and Regional Regulators
Our Ideal Candidate
Education : University graduate or above
Experience : 6 years Operations and Client Services working experience
Solid knowledge on various types of trade products and good understanding of process flow, regulations and issues faced by clients.
Strong analytical, problem solving and operational skills.
Good People interaction skills and ability to manage by Influence.
Excellent understanding of service quality principles.
Good management skill and able to coach the team to achieve agreed target.
Excellent written and verbal communication skills Advanced skills on presentation & email writing.
Sound PC / MS Office skill.
Strong organizational skills and well-developed business abilities.
Good interpersonal skills and strong organizational skills.
Self-motivator, able to manage multiple tasks and work under pressure.
Passion in identifying and driving new operations improvement opportunities
Other than above roles, job holders should follow other job duties and responsibilities assigned by line manage from time to time.