JOB SUMMARY

Leading and managing a team of Client Service managers to deliver consistent and reliable service on Trade Finance transactions to Tier 1 Clients in line with their service needs to enable Winning through Service. Operating with a deep understanding of client business and the products they operate. Empowered decision making by taking ownership of transactions and enquires and leveraging Operations and other stakeholders to ensure that service standards are fulfilled. 

RESPONSIBILITIES

Overall Responsibilities:
•    Lead and manage the Client Service team and implement the agreed client value proposition for Tier 1 clients in line with Trade’s Target Operating Model.
•    Drive Group Client Services’ KPIs on Proactive and Reactive Service Management 
•    Handle escalations from Tier 1 clients and ensure quick and satisfactory resolution.
•    Ensure meeting of targeted SLA adherence and TAT for Tier 1 clients in collaboration with relevant Processing Operations teams 
•    Ensure client queries are resolved within agreed TAT for Tier 1 Clients 
•    Provide oversight for overdue queries and complaints.
•    Arrange meetings with Tier 1 (ex-priority) clients at agreed frequency. 
•    Engage Product Operations Team for advisory on complex deals or based on requests from clients.
•    Institute forums to discuss and address recurring client queries and find solutions.

Process, Premium Service, Productivity and Budgetary Management
•    Manage Client Service team’s daily operations according to the laid down procedures and standards of service and ensure that team complies with applicable:
•    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 within the agreed SLA and in compliance with statutory, regulatory and internal operational instructions.
•    Take ownership of all Tier 1 client service queries/complaints until satisfactory resolution. 
•    Ensure prioritisation of Tier 1 clients from a processing standpoint to achieve targeted TAT for their transactions.
•    Monitor and uplift Utilisation for Tier 1 clients as per target set
•    Meet tier 1 clients to obtain feedback and suggestions on service improvement.
•    Engage Tier 1 clients on regular analysis of frequent queries and work with Product Operation Team to drive actions for reductions.

•    Monitor Key Metrics of the Service Performance Scorecard around reduction in queries and query TAT, service quality enhancement and digitization index increase and initiate actions with tier 1 clients, stakeholders and product operations as required.
•    Achieve KPIs set by Head of Trade Services, Singapore / COO Trade, ASEAN which are specific to Singapore or ASEAN region.
•    Assist Head of Trade Services, Singapore / COO Trade, ASEAN in managing the running cost of the team to meet or exceed the budgetary target.
•    Assist Head of Trade Services, Singapore / COO Trade, ASEAN for collaboration with Technology on futuristic digital opportunities, pre-empt disruptive forces and commercialise innovative use of technologies.
•    Assist Head of Trade Services, Singapore / COO Trade, ASEAN 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 control standards are adhered to and met.
•    Continuous update of service CDOI and dissemination of relevant information to team.
•    Proactive identification of risks and concerns including escalation to all relevant stakeholders.
•    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.
•    Proactively communicate with the Business Unit Head and Business Risk Manager (BRM) on operational risk issues. 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.

Business Continuity Management: 
•    Assist Head of Trade Services, Singapore / COO Trade, ASEAN 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: 
•    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 team members complete all service mandatory learnings timely.
•    Monitor morale and motivation of the team to ensure that optimum level of productivity and service standards are achieved.
•    Act as a sponsor for the team for all changes facing Trade Services group to ensure that such changes are implemented successfully.
•    Lead and support building a culture of client centricity, agility, and accountability through standardised metrics and measurement, with the expectation that everyone in Trade Services are drivers and owners of client outcomes.
•    Review team structure and capacity plans in accordance with change in business structure and demand.
•    Ensure succession planning for critical roles in place.

Other Responsibilities
 Professional Values and 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.
•    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.
•    Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.
•    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. 
•    Monitor the effective communication and implementation of regulatory changes.

Our Ideal Candidate

• 15+ years of total work experience with 10+ years of experience in Trade Service and / or Trade Product / Sales. 
• Solid knowledge on various types of Trade Finance products and solutions, including good understanding of rules, guidelines and regulations governing Trade instruments
• Excellent understanding of Trade transactional process flow
• Strong experience of dealing with clients in Trade Sales or Trade Service setting
• Good understanding of service quality principles
• Sound MS Office skills with additional understanding of new technologies / ways of working
• Good people management skill and ability to coach a team to achieve individual and team targets
• Excellent written and verbal communication skills
• Advanced skills on presentation & email writing
• Strong organizational and budget management skills
• Strong analytical and problem solving skills
• Good interpersonal skills and ability to manage by influencing and collaborating
• Self-motivator with ability to manage multiple tasks / projects and work under pressure
• Passion in identifying and driving service improvement opportunities
• Ability to deliver on projects and initiatives driven by Group Client Servic
• Education: University graduate or above   

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.

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