Manager, Trade Operations, Banking Operations

Role overview

Responsibilities

• Maintain effective relationships with clients and internal stakeholders and respond promptly to business requirements.
• Receive, log, and own queries, complaints, and compliments through resolution or escalation.
• Communicate progress and resolutions, including transactional issues, and resolve queries within defined timelines.
• Escalate overdue queries and encourage clients to use self-service channels.
• Provide one-time solutions for frequent queries and meet first-call resolution, quick-kill, and query-reduction targets.
• Handle incident-related queries and close internal and external errors with root cause analysis and preventive actions.
• Monitor transactions against service levels, identify disruptions, and implement fixes for smooth execution.
• Meet clients to promote digitization and review insights, transaction volumes, queries, and disruptions.
• Protect client data and coordinate responses to trade-processing queries and pending transactions.
• Monitor the TD queue to ensure transactions moved to country are handled within 30 minutes.
• Comply with group and local sanctions policies, regulations, laws, and the code of conduct; identify and manage risks.
• Promote process simplification, standardization, continuous improvement, and digital penetration.

Skills and experience

• At least 8 years of general operational knowledge in Trade Services.
• Undergraduate education.
• Thorough understanding of ICC rules, local laws, legal risks, and operational risks.
• At least 5 years of experience in collections, letters of credit, guarantees/SBLC, open account financing/receivable purchases (factoring), or Islamic trade.
• CDCS or CSDG ICC certifications are an advantage.
• Role competencies include trade knowledge, client service, general banking, email skills, and Microsoft Office skills.
• Strong customer focus, conflict resolution, empathy, patience, time management, prioritization, and multitasking.

Benefits and workplace

• Benefits include retirement savings, medical and life insurance, leave, wellbeing support, development opportunities, and flexible working options based around home and office locations.

About Standard Chartered