Job Summary

To service Trade Operations clients (internal & external) on day-day queries and referrals pertaining to Trade services and Finance transactions during processing

Key Responsibilities

•    Primary point of contact for Client Service Managers to act on, research, investigate and resolve enquiries, complaints, discrepancies, transactional errors and other requests. 
•    Act as direct contact point for clients in case of written enquiries, rates quotation, reporting/ information requirements and other ad-hoc administrative requests. 
•    Provide the highest standard of 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 to SLAs 
•    Work with internal stakeholders for service requirements, enquiries, and instructions 
•    Assist the team in handling complex enquiries by sharing knowledge and / or liaising with the key linkages to resolve issues. 
•    Responsible for effective service recovery process through complaint logging, handling and resolution 
•    Maintain a professional SCB image through all interactions with clients and stakeholders. 
•    To ensure all processes are complied with relevant Group Policy & Procedures and decision making as per agreed Service levels and Department Operating Instructions. 

•    Product & Process: Basic overview of all banking products and in-depth knowledge of Trade. 
•    Service Management: Understanding of client expectations and service aspects.
•    Risk Management: Risk awareness, especially around potential client data confidentiality breaches and reputational risks associated with client servicing. Ability to identify, Assess, Monitor, Control and mitigate risks to the firm. 
•    Knowledge of Group Policies & Procedures.
•    Business Strategy and Model: – awareness and understanding of the firm’s business strategy and model appropriate to the role
•    Governance, Oversight and Controls: – the ability to assess the effectiveness of the firm’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
•    Stakeholder Management + Minimum of 2 years’ experience in Banking and or Service 
•    Detailed orientated, team player, takes end to end ownership, drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients.
•    Requires excellent communication, influencing and negotiation skills to effectively manage client servicing
•    Ability 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
•    Must be client focused
•    Excellent interpersonal skills and positive attitude
•    Possess skill, ability, experience and confidence to navigate the Bank and business partners to ensure servicing client requests are completed on time. 

Key stakeholders
•    AVP/Senior Manager/ Unit Manager Trade Client Services, Standard Chartered Global Business Services Sdn. Bhd.
•    Assistant Manager/Service Lead/Senior Officers/Officers

Skills and Experience

•    Fluent in Mandarin, Cantonese is must. 
•    Significant prior experience in trade finance operations within a banking or financial institution.
•    Experience document checking under letter of credit.
•    Strong understanding of Trade Finance products, including export negotiations, guarantees and documentary collections.
•    Relevant trade certification such as a Certificate for Documentary Credit Specialists. (CDCS), Certificate for Specialists in Demand Guarantees (CSDG), or Counter-Terrorist Financing (CTF). 
•    Knowledge of anti-money laundering (AML) & sanctions.
•    Familiarity with Trade Finance systems and technologies.
•    Basic trade knowledge

Role Specific Technical Competencies

•    Client Acquisition Experience
•    Account Management (of HNW Individuals) Experience
•    Region Specific Language Expertise
•    Region Specific Client Networks & Experience 
•    Technical knowledge and expertise in consumer banking products (i.e. Treasury, Equities, Funds, Insurance, etc) 

Competencies

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.

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 www.sc.com/careers