Head, Trade Operations & Service

Job Summary

• To handle Transactions relating to Counter Guarantee and other trade related products primarily and any other activity assigned from time to time by Head of Trade Operations UAE & MENA
• To serve as a contact person for customers and staff members for enquiries and problem solving for day-to-day business. To manage the delivery of Trade Services to the FI customer base while meeting or exceeding the laid down service standards through regular contact with customer; to increase utilization and revenue generation for existing customer; and identify new names for marketing.
• To ensure approvals are in place for all trade related transactions.
• To report unit’s risk to unit Risk Manager.
• To assist Risk Manager in developing and updating of procedures, controls and monitoring plans for Operational Risk Management
• When required act as unit risk coordinator.
• To adhere to the agreed risk plans and approach
• To identify and report all exceptions on non-compliance with standard controls
• To identify and report all weaknesses inherent in the standard controls
• To maintain proper record keeping.
• To comply with the bank compliant management policy and process guide.
  
  

Key Responsibilities

• To ensure all trade transactions are accurately processed/input in accordance with the customers’ instructions and according to the bank’s operational instructions to protect both the customer’s and Bank’s interest. Ensure customer satisfaction, zero errors, no customer complaints, no duplication of payments etc
• Follow up GBS Team for Proper process and better TAT.
• To ensure that all transactions are finalized in a timely manner and within the agreed service standards defined by the Bank for a particular customer and product.
• To keep safely customer documents and also keep accurate and complete records/files for all transactions as per policy and country law
• Take appropriate corrective action and escalate problems
• To maintain cordial relationships with Key Trade Services relations and to ensure understanding of business needs, customer satisfaction, zero errors, no customer complaints, no duplication of transactions etc
• To participate in BCP/DRP Testing at all times
• Improving processing productivity
• Maintaining a low transaction processing error rate
• Contributing to process improvements
• Ensuring strict adherence to delegation of authorities
• Establishing/ maintaining effective communication with RMs, Branches, Sales teams
• Being responsive to issues raised, mails forwarded
• Acting on customer complaints as per SLA
• Submitting required MIS, KPI, data analysis as per management request (includes daily volume tracking, contributing to monthly/ periodic analysis, etc.)
• To perform monthly BKCSA.
• To perform daily/ monthly Reconciliation.
• To check and perform daily COPMAN.
• To contribute in testing system enhancement/ Trade Projects.
• To provide proper training to any new Joiner / Relationship Managers.
• Reporting Sales Opportunities to Business.
  
  

Interface With Customer

• Maintain excellent relationship with customer at both, middle and senior management level
• Participate in promoting trade services of the Bank to active and non-active customers and seeking referrals from client base.
• Actively solicit customer feedback informally on customer satisfaction and needs
• To respond promptly and with a helpful attitude to customer inquiries, or requests related to Trade Services.
• To handle primarily Exports, guarantees and/or other Trade products.
  
  

Interface With Processing Hub (GBS)

• Maintain close relationship with GBS to ensure smooth flow of transaction processing and meeting / striving to exceed SLA.
• Maintain/ Observe Service Level violations for the entire department.
• Handle Customer complaints for the entire department.
  
  

Interface with Relationship Managers and Stakeholders

• Maintain partnership like relationship with the Business unit/Relationship managers and be responsive to their service requirements.
  
  

Service Level Agreement (SLA) with GBS

• To review, manage turnaround time of transactions against the SLA and communicate to parties concerned in GBS and RM teams etc. to ensure that the service level meet the target standard.
  
  

Control and Risk Management

• Handle complex transactions or escalate to Head of Trade Operations UAE & MENA as required.
• To comply with the groups Sanction Policies and Procedures.
• Comply with the Group Money Laundering Prevention Policy and Procedures to the extent applicable and reporting all suspicious transactions to the Line Manager.
  
  

Change Management

• To coordinate change initiatives facing Trade Service Group to ensure that such changes are implemented successfully in the Country.
  
  

Productivity and Budgetary Management

• Manage Job and work assignment, user profiles, work schedule and man-power resources to achieve improvement of productivity.
• Build morale and motivate subordinate officers and staff members to build up optimum team spirit and productivity.
  
  

Regulatory

• Ensure compliance with the country regulations, facilitate the implementation of the bank’s compliance risk management framework
  
  

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.
• Lead the Trade Operations Department to achieve the outcomes set out in the Bank’s 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.
• Ensure compliance with the country regulations of Central Bank, facilitate the implementation of the bank’s compliance risk management framework
  
  

Key stakeholders

Internal

• Branch Operations Manager
• Branch IT Manager
• Chief Information officer
• Cash Management Services – Country Team
• Treasury Markets Operations – Country Team
• RMs and Business Managers
• SSC Team
• TB & Implementation
• Product Management
• Compliance, FCC
• Credit Offices
• Risk & Governance
  
  

External

• Clients
• Other Banks
• Central Bank payment department
  
  

Skills And Experience

• Thorough understanding of ICC rules, local laws, legal risks.
• Knowledge of Trade documentation and shipping terms.
• Good communication and PC skills.
  
  

Qualifications

• Academic or Professional Education/Qualifications: As per Bank’s requirements and HR policy
• Licences and Certifications/accreditations: None
• Professional Memberships: None
• Language: English and Arabic (prefferrable)
  
  

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.