Senior Manager , Trade Operations

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role Responsibilities Client Service

• Primary point of contact for portfolio clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
• Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
• Responsible for client satisfaction with service arrangements and delivery
• Work with internal stakeholders to provide end-to-end query resolution to client satisfaction
• Responsible for effective service recovery process through complaint logging and handling
• Maintain a professional SCB image through all interactions with clients
• Log and manage all service interactions (enquiries, complaints, incidents, client visits etc.) within GEMS and / or other relevant systems to ensure that client data is captured and available for client insights / analysis and identification of improvement initiatives

Portfolio Service Management

• Leverage on metrics and client insights to understand clients needs, and continually identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc
• Work closely with Segment Service Managers (SSMs) as product service specialist in country
• Participate in periodic Service Reviews for Premier clients
• Review service performance with the clients and generate ways to continuously improve service standards
• On a selective basis, attend sales calls with Relationship Managers (RM), Product Sales and Segment Service Managers (SSMs) to sell our service capabilities and/or resolve clients operational and service issues
• Provide pro-active client updates
• Deliver product / channel training to clients
• Make proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business
• Build trusted partnerships with clients at the daily transactional / operational level
• Proactive management and end to end ownership of client complaints and incidents, through close collaboration with various internal stakeholders, whilst providing regular updates to clients as well as internal partners such as RMs, Product Sales and SSMs

Risk & Control

• Comply with Operational Risk Framework for client service processes including but not limited to client identification, complaints and enquiry handling
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Operational Excellence

• Identify and assist in the implementation of service and efficiency improvement initiatives and facilitate transfer of best practice

Conduct

• Embed the Group s values and code of conduct, to ensure adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees
• Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group s policies and procedures; and the Group Code of Conduct. Take personal responsibility for understanding the risk and compliance requirements of the role. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.
• Ensure all within direct reporting hierarchy are compliant with all laws, regulations, guidelines, Group policies and procedures and the Group Code of Conduct

Key Relationships

• External clients
• Respective Product Operations Team Leaders, and Operations Head in country
• RMs & Business Managers
• TB Product & Sales Managers
• Segment Service Managers
• Head Client Experience, CCIB in country
• Country CIO
• GBS Product Operations Teams e.g. Premier Service Fulfilment Teams
• Technology partners e.g. PSS, Collective Intelligence & Command Centre

Our Ideal Candidate

• Market Knowledge: Strong product / process knowledge (in at least one product area) of the business.
• Client Knowledge: Knowledgeable in current and proposed client requirements in at least one product area. Current experience in active client management.
• Collaboration skills: Excellent collaboration skills and ability to work effectively in a team especially with product operations partners.
• Stakeholders / Clients: Highly experienced in engaging effectively with Business stakeholders, and Clients (from a service, not necessarily sales perspective)

Personal Effectiveness

• Detailed orientated, team player, takes end to end ownership
• Has a drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients
• Has excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
• Able to establish and maintain effective working relationships with peers and business partners
• Comfortable with direct client and business partners interaction, with proven client interaction abilities
• Client focused
• Excellent interpersonal skills and positive attitude
• Strong analytical, problem solving, ideation and time management skills
• Graduate degree (Master s) and/or professional certifications have an advantage (e.g., CISA, CFE, CPA).
• Thorough understanding of Banking business processes & products, risks, threats and internal controls.
• Experience working in or with the financial services industry with keen understanding of business and operational environments.
• Strong leadership, negotiation and collaboration skills, and ability to work effectively in a complex multicultural and multi-time zone organization.
• Strong analytical and program management skills.
• Experience in a geographically dispersed organization.
• Ability to collect and analyse data, establish facts, and make recommendations in written and oral form.
• Ability to liaise with all parts of the Bank, including risk and business stakeholders.
• Excellent oral, written and communication skills.
• Strong understanding of trade facility structures, operations, working capital requirements of a company.
• Strong understanding of corporate
• Ability to maintain control, direction and motivation in an ever-changing environment.
• Ability to analyse large amounts of data efficiently, draw conclusions on what the data means and actions required
• Highly effective in working with all levels of management and staff. Strong relationship management skills with the ability to manage and engage multiple stakeholders, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner
• Strong communication, presentation and influencing skills both verbal and written
• Operates effectively across cultures and in multi-cultural diverse work environments
• Resourceful and able to leverage resources available to achieve goals.
• Ability to understand and implement Group risk management policies
• Minimum of 10 years experience in Banking and / or Service
• Languages: English and/or local language skills as relevant to country requirements

Apply now to join the Bank for those with big career ambitions.To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
code of conductcompany lawproduct salescross sellingclient visitsrisk managementproblem solvingworking capitaltime managementTrade Operations