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Job Summary

• Delivering consistent and reliable Trade Finance transactions to Priority 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. Empowered decision makers taking ownership of transactions and enquires and leveraging Trade Product Operations & Processing Operations and Trade Core Operations to ensure service standards are fulfilled.
• Assist Head, Client Operations (“team lead”) to drive Country Model in line with the Target Operating Model for Client Operations
• Assist team lead/Unit Head to set up the Client Operations Team and implement Client value propositions for Tier 1 (Priority) Clients in line with Target Operating Model.
• Assist team lead in implementation of digitalization for clients’ applications (S2B Migration etc.)
• Meet Targets set on Query reduction, First Contact Resolution and Quick Kills.
• Handle escalated cases and ensure quick and satisfactory resolution
• Ensure meeting of Targets set on SLA adherence, TAT & Utilization across Client Tiers.
• Institute forums to discuss and resolve regular queries and find one-time solutions
• Ensure queries are resolved within agreed standard TAT for Tier 1 (Priority) Clients.
• Provide oversight for Escalation of overdue queries and complaints.
• Assist team lead to arrange meetings with Tier 1 (Priority) Clients at agreed frequency.
• Engage Product Operations & Processing Operations Team(s) for advisory of complex deals or based on requests from Clients.
  
  

Key Responsibilities

Strategy, Business, Processes*: Client Service, Productivity and Budgetary Management

• Assist team lead to manage Client Operations Team 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.
• Assist team lead and Unit Head of Trade Ops for collaboration with Technology on futuristic digital opportunities, pre-empt disruptive forces and commercialise innovative use of technologies
  
  

Assist team lead and Unit Head of Trade 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.
• Assist team lead in continuous update of service CDOI and dissemination of relevant information to team.
• Proactive identification of risks and concerns including escalation to all relevant stakeholders
• Guidance on subject matter in case of queries from Branches, Product Operations and Processing Operations Teams and liaise with stakeholders and Group Client Operations Team.
• Monitor complaints and 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.
• Assist team lead to proactively communicate with the Business Unit Head and BRM on operational risk issues.
• Assist team lead to 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.
  
  

Skills And Experience

Business Continuity Management

• Assist team lead and Unit Head of Trade Operations 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

• Assist team lead to train up team members to maximize the productivity of resources available and to ensure that they have the required level of expertise to answer customers’ queries and apply the operational standard required by the Bank.
• Ensure to complete all service mandatory learnings timely.
• Assist team lead to monitor morale and constantly motivate direct reports to ensure that optimum level of productivity and service standards are achieved.
• Assist team lead to act as a sponsor for the team for all changes facing Trade Operations group to ensure that such changes are implemented successfully
• Engage and support a change in mindset, building a culture of Client centricity, agility, and accountability through standardised metrics and measurement, with the expectation that everyone in Operations are drivers and owners of Client outcomes.
• Assist team lead to review team structure and capacity plans in accordance with change in business structure and demand.
• Assist team lead to ensure succession planning for critical roles in place.
  
  

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• 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.
• 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 team lead to monitor the effective communication and implementation of regulatory changes
  
  

Qualifications

Experience: at least 5 years in Trade Operations and Client Services working experience

Professional Skills

• Solid knowledge on various types of trade products and good understanding of process flow, regulations and issues faced by Clients.
• Strong analytical, problem solving and operational skills.
• Good People interaction skills and ability to manage by Influence.
• Excellent understanding of service quality principles.
• Good management skill and able to coach the team to achieve agreed target.
  
  

Soft Skills

• Excellent written and verbal communication skills Advanced skills on presentation & email writing.
• Sound PC / MS Office skill.
• Strong organizational skills and well-developed business abilities.
• Good interpersonal skills and strong organizational skills.
• Self-motivator, able to manage multiple tasks and work under pressure.
  
  

Other Preference

• Passion in identifying and driving new operations improvement opportunities
  
  

Other than above roles, job holders should follow other job duties and responsibilities assigned by line manage from time to time.

Role Specific Technical Competencies

• Business facilitation
• Business Partnering
• Process Management
• Manage Change
• Service Delivery and Operations
• Products + Processes
• Business Governance and Support
  
  

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

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.