apply for the Client Operations Manager, Trade - R

Job Description

*Role Responsibilities Overall 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. Taking ownership of transactions and enquires and leveraging Trade Product Operations, Trade Core Operations and Trade GBS Operations to ensure service standards are fulfilled.
• Support to implement client value propositions for Teri 1 clients in line with Target Operating Model.
• 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.
• Join forums to discuss and resolve regular queries and support to 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
• Carry Out 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.
• Support Head of Trade Client Ops to 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.
• Assist Head of Trade Client Ops to manage the running cost of the team to meet or exceed the budgetary target.
• Assist Head of Trade Client Ops for collaboration with Technology on futuristic digital opportunities, pre-empt disruptive forces and commercialise innovative use of technologies
• Assist Head of Trade Client 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.
• Understand and strictly follow the service CDOI.
• Proactive identification of risks and concerns including escalation to all relevant stakeholders
• Handle complaints and track the 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 Client Ops 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:
• N/A
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.
• Assist Head of Trade Client Ops to 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
• Assist Head of Trade Client Ops to monitor the effective communication and implementation of regulatory changes
• • Audit and investigations
• Other Responsibilities:
• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
• Cooperate with any investigations or reviews on regulatory failure such as accountability review
• Properly perform the duties on management and ensure the effectiveness of internal control
• Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership
,

Keyskills :
salesdeliverybusiness continuity managementms officekey metricsprocess flowhuman skillstrade financelife insuranceoperation teamrisk managementproblem solvingservice quality