Job Description

Roles and Responsibility * Exhibit qualities which demonstrate the group&rsquos strategy. * To treat Customer&rsquos with Human touch and understand the importance at every business stage and inculcate this aspect in reporting Staff. * To

Roles and Responsibility Exhibit qualities which demonstrate the group&rsquos strategy. To treat Customer&rsquos with Human touch and understand the importance at every business stage and inculcate this aspect in reporting Staff. To support strategic intent, on the growth of business, cross functional advantage and work on cost efficiency. Business To establish and maintain excellent 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 Primary point of contact as Client Service Managers to act on, research, investigate and resolve enquiries, complaints, discrepancies, transactional errors and other requests Provide the highest standard of service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients. Pro-actively 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 Turn Around Time (TAT). Managing risks appropriately and effectively resolving issues as they occur. To ensure that all emails are accurately entered in GEMS and query sent appropriately in compliance with department operational instructions. To ensure emails are handled basis the criticality, criteria specified on a sustained basis. Handling outbound queries as per the Departmental Operating Instructions manual, customer&rsquos 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 on-going 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&rsquos 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&rsquos 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 of the processes, procedures applying LEAN techniques. To encourage standardization opportunities. To actively participate in the C3 initiatives. To enthusiastically participate in the Quality initiatives of the organization and achieve expected results at work place. Our Ideal Candidate Academic Qualification: Bsc/Bcom / MCom / MBA 7+ years of a Trade Finance experience with exposure across different products Experience in customer interaction and service-oriented roles Good oral and written communication in English is a must Relevant Trade Certification such as CDCS, CSDG, CTF as applicable to the role. Prior knowledge on SCB systems will be an added advantage Role Specific Technical Competencies Spot Opportunities Solve Problems Take the Lead Build Resilience Collaborate Communicate Deliver Sustainably Achieve Results Manage Conduct Manage Risk About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge, and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we: Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term 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, parental/maternity (20 weeks), sabbatical (12 weeks 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. Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process. Visit our careers website