Manager, Trade Operations, Banking Operations

Job Summary

Key Responsibilities

• Processes
• Receive Queries / Complaints / Compliments from Clients through various Channels (Voice, Email, Online, Internal etc) & Internal Stakeholders including Trade processing team • Logging of queries / complaint and owning it end to end for resolution and escalation as appropriate. • Communicate with clients and internal stakeholders on updates / resolution of queries and Complaints • Ensure queries are resolved within the defined timelines. • Communication of Transactional issues to clients and internal stakeholders. • Work towards resolution of issues to ensure smooth transactional flow • Escalation of overdue queries and complaints. • Encourage clients towards self-service through eadvices, S2B & Track-It etc • Provide one-time solutions for frequent client queries • Meet targets set for First call resolution, Quick Kills and Query reduction • Handling of queries related to incidents as per guidelines • Ensuring timely closure of External & Internal Errors captured with Root Cause Analysis / Preventive actions and responsible parties. • Monitor client transactions to ensure completion as per the agreed service levels. • Identify reasons for disruptions and provide fixes and solutions for seamless execution of transactions. • Meeting clients at regular intervals to educate and influence digitization. Insight reviews, volume analysis, query analysis, disruption reasons, solutions etc. • Ensuring maintaining client data confidentiality. • Ensure timely action on the queries raised by Trade Processing team with client and relevant internal stakeholders • Effective TD queue monitoring to ensure that the transactions moved to country are taken care within 30 minutes. • Ensure effective follow up with relevant stakeholders for the transaction which are pending at their end

Skills and Experience

• At least 8 years of general operational knowledge in Trade Services. • Under Graduate • Thorough understanding of ICC rules, local laws, legal risks, and operational risks. • At least 5 years working experience in Trade products viz. Collections, Letters of Credit, Guarantees / SBLC, Open account financing / Receivable Purchases (Factoring), Islamic Trade. • ICC Certifications viz. CDCS, CSDG will be added advantage

Role Specific Technical Competencies

About Standard Chartered

What we offer

• In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Apply now

Requirements

• At least 8 years of general operational knowledge in Trade Services. • Under Graduate • Thorough understanding of ICC rules, local laws, legal risks, and operational risks. • At least 5 years working experience in Trade products viz. Collections, Letters of Credit, Guarantees / SBLC, Open account financing / Receivable Purchases (Factoring), Islamic Trade. • ICC Certifications viz. CDCS, CSDG will be added advantage