Trade Client Operations Manager

Trade Client Operations Manager Join to apply for the Trade Client Operations Manager role at Standard Chartered. Job Summary Delivering consistent and reliable Trade Finance transactions to Priority Clients in line with their personalised service needs to Win through Service. Operate with a deep understanding of client business and the products they operate, empowered to make decisions and own transactions and enquiries. Leverage Trade Product Operations, Trade Core Operations and Trade GBS Operations to ensure service standards are fulfilled, while meeting targets on query reduction, first‑contact resolution, quick kills, SLA adherence, and turnaround time for Priority Clients. Responsibilities Oversee the Client Operation Team’s daily activities in line with established procedures and service standards, ensuring compliance with relevant guidelines. Adhere to the Generic Product Program and Country Product Addendum. Follow Money Laundering Prevention Procedures and promptly report suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager. Handle queries and complaints according to the Documental Operating Instructions manual, customer directives, and within specified timelines and accuracy standards. Verify all referrals thoroughly and respond accurately within the SLA, complying with statutory regulations and internal operational guidelines. Take full ownership of all Priority Clients’ service queries and complaints until they are resolved satisfactorily. Prioritise Priority Clients’ transactions to meet targeted turnaround times. Monitor and improve utilisation rates for Priority Clients according to set targets. Engage directly with Priority Clients to gather feedback and suggestions for service enhancements. Collaborate with Priority Clients on regular reviews of frequent queries and coordinate with the Product Operation Team on Disruptive Analysis to identify and implement reduction strategies. Track key metrics on the Service Performance Scorecard, focusing on reducing queries proactively, enhancing service quality, and increasing the digitisation index; initiate necessary actions with Priority Clients, stakeholders, and product operations. Support the Head of Trade Operations in partnering with technology teams to explore future digital opportunities, anticipate disruptive trends, and commercialise innovative technological solutions. Assist the Head of Trade Operations in meeting financial performance goals across front‑to‑back operations and encourage the country team to prioritise investments that simplify, accelerate and improve the client journey, while maintaining a sustainable cost‑to‑income ratio. Qualifications Education: University graduate or above. Experience: 4 years Operations and Client Services working experience. Professional Skills: Solid knowledge of various trade products, regulatory issues, and process flow. Strong analytical, problem‑solving and operational skills. Good people‑interaction skills and ability to manage by influence. Excellent understanding of service‑quality principles. Good management skills and ability to coach the team to achieve agreed targets. Soft Skills: Excellent written and verbal communication skills, including advanced presentation and email writing. Sound PC/MS Office skills. Strong organisational skills and well‑developed business abilities. Self‑motivated, able to manage multiple tasks and work under pressure. Other Preferences: Passion for identifying and driving new operations improvement opportunities. Willingness to accept additional duties assigned by line management from time to time. Ideal Candidate Profile: Business Partnering Process Management Change Management Service Delivery and Operations Soft Skills Business Facilitation 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. What We Offer 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 holidays, combined to a minimum of 30 days. 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 a range of self‑help toolkits. A continuous learning culture to support your growth, with opportunities to reskill, upskill and access physical, virtual and digital learning. Being part of an inclusive and values‑driven organisation that embraces and celebrates our unique diversity across teams, business functions and geographies – everyone feels respected and can realise their full potential. #J-18808-Ljbffr