Manager, Trade Operations, Banking Operations

Role overview

Business and client service

• Build effective client and internal stakeholder relationships and respond promptly to business requirements, queries, and requests.
• Own client transactions through completion at every stage and monitor delivery against agreed service levels.
• Receive client and internal queries, complaints, and compliments across voice, email, online, and other channels; log cases and own them through resolution or escalation.
• Communicate query updates, resolutions, and transactional issues to clients and internal stakeholders; resolve cases within defined timelines.
• Escalate overdue cases and meet targets for first-call resolution, quick kills, and query reduction.
• Provide one-time solutions for frequent queries and encourage self-service through eAdvices, S2B, Track-It, and related channels.

Operations and risk

• Handle incident-related queries and close internal and external errors with root cause analysis, preventive actions, and responsible parties.
• Monitor client transactions, identify disruptions, and provide fixes for smooth execution.
• Meet clients regularly to encourage digitization and review insights, volumes, queries, disruptions, and solutions.
• Maintain client data confidentiality and follow up on Trade Processing team queries with clients and relevant stakeholders.
• Monitor TD queues so transactions moved to the country are handled within 30 minutes; follow up on transactions pending with stakeholders.
• Identify and mitigate risks; comply with applicable regulations, laws, company policies, and local and group sanctions policies; escalate conduct and compliance matters.
• Support continuous improvement, process simplification and standardization, tangible business results, and increased digital penetration.

Qualifications and experience

• At least 8 years of general operational knowledge in Trade Services and at least 5 years of experience working with trade products.
• Undergraduate education.
• Trade product experience may include collections, letters of credit, guarantees/SBLC, open account financing/receivables purchases (factoring), or Islamic trade.
• Thorough understanding of ICC rules, local laws, legal risks, and operational risks.
• ICC CDCS or CSDG certification is an advantage.

Role-specific skills

• Trade knowledge, client service, general banking, email, and Microsoft Office skills.
• Strong customer focus and ability to handle difficult clients and resolve conflicts.
• Empathy, patience, time management, prioritization, and multitasking abilities.

Conduct and stakeholders

Benefits

• Benefits include retirement savings funding, medical and life insurance, and certain flexible or voluntary benefits depending on location.
• Time off includes annual leave, parental/maternity leave, sabbatical, volunteering leave, and annual and public holidays.
• The employer describes flexible working options, wellbeing support, learning and development, and an inclusive workplace.