Associate Manager, Trade Operations

Job Description

About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base. RESPONSIBILITIESStrategy:

• Exhibit qualities which demonstrate the group s strategy.
• To treat Customers with Human touch and understand the importance at every business stage.
• To support strategic intent, on the growth of business, cross functional advantage and work on cost efficiency.

Business:

• To establish and maintain a close working relationship with the customers to ensure prompt and effective responses to the various business requirements, queries and requests from them.
• To be aware of the business targets and ensure compliance.
• To own the business transactions of Clients and ensure completion at all levels/stages on a sustained basis.
• Ability to manage the complexities of international trade operations in a multi-party transactional environment
• Ability to influence large and geographically dispersed teams
• Ability to work with people from different backgrounds in a team environment
• Ability to build strong relationships with demanding front office partners
• Ability to review and implement process improvements

Processes Referral Management:

• Proactively manage the end to end servicing of clients on daily trade transactions across Corporate (Corporate & Institutional Banking) & Commercial Banking clients with a proactive follow up with the respective Operations, Sales and Product Management teams.
• As a service partner, work together with GBS Operations teams, Country teams and other key internal stakeholders to solve client transactional issues and identify opportunities to improve overall clients experience.
• Build excellent rapport with key internal stakeholders including but not limited to on-shore and off-shore operations, Business relationship managers, transaction banking partners and technology support.
• Assist in implementation of service and efficiency improvement initiatives in Client Service and facilitate transfer of best practices
• Handling of escalations and customer feedback on processing delays and errors appropriately. Dealing with Trade related issues and timely escalation of any issues to operations managers and Country Operations
• Should be expertise in Trade Products/ System so as to respond to query as First Contact Resolution (FCR)

• Ensure a high level of customer satisfaction is maintained and help minimise client related issues and complaints.
• Help reduce the bottlenecks in processing with a strong focus on Turnaround Time (TAT).
• Managing risks appropriately and effectively resolving issues as they occur.
• To ensure that all referrals are accurately entered in GEMS and query sent appropriately in compliance with department operational instructions.
• To ensure referrals are handled basis the criticality, criteria specified on a sustained basis.
• Handling inbound queries as per the Departmental Operating Instructions manual, customer s instructions and within the Timeliness and accuracy standards specified.
• Continuous Improvement in Productivity to the standards prescribed for the Processes from time to time.
• Comply with Group Money Laundering Prevention Policy and Procedures to the extent applicable and reporting all suspicious Transactions to the Line Manager.

Skills

• Good Understanding of all Trade products
• Ability to apply UCPDC, URR, CSDG and other ICC rules as and when the queries received from the client and other stakeholders
• Strong organisational and interpersonal skills
• Excellent client communication skills and a strong ability to build client relationships.
• Ability to influence various partners within and outside operations
• Confidence, self- motivation and lots of initiative
• Ability to build working relationships with clients, product, operations, coverage and technology staff
• Ability to work in team environment
• Enthusiasm and strong desire to work in operations
• Must be attentive and responsive to client needs
• High level of accuracy and attention to detail is required
• Ability to work with minimal supervision.
• Must be highly numerate with good keyboard and core system (Outlook, Excel, Word) skills

People and Talent

• To ensure the team is well managed, planning for the day/week.
• To ensure planned leaves and enough back-ups created for seamless business delivery.
• To ensure ongoing training for Staff on the DOI, process upgrades and deputing them for product related trainings.
• To ensure the motivation levels of the Staff is kept high always.
• To encourage Staff to participate in C3, CSR activities.

Risk Management

• Upholding the Values of the Group and Company at all times.
• Compliance with all applicable Rules/ Regulations and Company and Group Policies.
• To identify risk on a continual basis and derive mitigants on a sustained basis.

Governance

• Comply with Group Sanctions Policy and Procedures.
• Comply with Local Sanctions Policy and Procedures, if any.

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.
• Lead the Trade Operations Team to achieve 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.

Key Stakeholders

• To effectively manage key stakeholders, Country Offices, Regulators, Superiors, Peers, Subordinates.

Other Responsibilities

• To identify Continuous Improvement initiatives in simplifying the processes, procedures applying LEAN techniques.
• To identify standardization opportunities.
• To actively participate in the C3 initiatives.
• To enthusiastically participate in the Quality initiatives of the organization and achieve expected results in the work place.

QUALIFICATIONS:

• 5+ years / 7+ years of a Trade Finance experience with exposure across different products for TL and AM respectively
• Prior knowledge on SCB systems will be an added advantage
• Document checking experience with professional certification such as CDCS is preferable
• Good oral and written communication in English is a must
• Experience in customer interaction and service oriented roles

Apply now to join the Bank for those with big career ambitions.To view information on our benefits including our flexible working please visit our career pages .,

Keyskills :
salesmanagement miscustomer relations qualitybuild strong relationships front officetrade finance