Job Summary

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

RESPONSIBILITIES

•    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, to create improved, lasting relationships with our clients. 
•    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. 

Strategy
•    Demonstrate awareness and understanding on the Group’s business strategy and model as it relates to Trade Finance Operations 
•    Align with Group’s trade finance strategic goals and objectives
 

Key Responsibilities

Business
•    Understand the Trade Business, Products and the Clients for the markets that are being processed  
•    Responsible for client satisfaction with service arrangements and delivery to SLAs 
•    Identify areas for improvement and contribute to actionable recommendations

Processes

•    Basic overview of all banking products and in-depth knowledge of Trade.
•    Understanding of client expectations and service aspects.
•    Execute processing of Trade Finance processes, ensuring adherence to operating instructions, and full compliance of internal policies as well as regulatory requirements.
•    Identify opportunities for process optimization and automation to enhance operational efficiency and reduce risk.
•    Collaborate with internal teams to implement process improvements and drive operational excellence.
•    Maintain high productivity and completion of tasks within assigned cycle times with high accuracy in execution of transactions. 

People & Talent

•    Foster a collaborative and inclusive work environment that promotes teamwork, knowledge sharing and professional growth
•    Self-learning and initiative in leveraging available training to learn new products outside of initial product assignment to further grow and develop expertise and capabilities.
•    Lead by example and demonstrate behaviour consistent with the bank’s culture and values. 
•    Support development and training of new team members to ensure a high overall level of expertise and competency. 

Skills and Experience

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.
•    Act as the first line of defence in risk management and identification of risk in course of daily operations. 
•    Comply with procedures and operating instructions as well as internal guidelines and policies which are designed to mitigate risk. 
•    Identify, highlight and escalate concerns appropriately to allow risk to be adequately managed. 
•    Contribute to and support process improvements for operational risk management.

Governance
•    Knowledge of and comply with Group Policies & Procedures.
•    Comply with Local policies and procedures that may be applicable

Regulatory & Business Conduct
•    Awareness and understanding of the firm’s business strategy and model appropriate to the role.
•    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.

Key stakeholders
•    Operations in various Spoke Countries that outsource processing to GBS
•    Trade Sales & Business in various countries
•    Internal governance teams 
•    Team Leader, Client Services Group 
•    Head of Client Services Group 
•    Trade Services Managers
•    Cash Management Services Managers
•    Securities Services Managers
•    RMs and Business Managers
•    TB Product and & Sales Managers
•    TB Client Service Managers
•    Client Service Managers
•    Managers in Hubs
•    Technology Managers

Qualifications

•    Prior experience in trade finance operations within a banking or financial institution is very advantageous. A relevant professional certification (e.g., Certified Documentary Credit Specialist) is a plus. Fresh Graduates are welcome to apply.
•    Excellent analytical, problem solving, and decision-making skills.
•    Ability to work effectively in a fast-paced, deadline-driven environment. 
•    Good command of English/Mandarin/Cantonese language is a must. 
•    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.

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.