Trade Client Operations Manager

JOB SUMMARY Delivering consistent and reliable Trade Finance transactions to Priority Clients in line with their personalised service needs to Win through Service. Operating with a deep understanding of client business and the products they operate. Empowered decision makers taking ownership of transactions and enquires and leveraging Trade Product Operations, Trade Core Operations and Trade GBS Operations to ensure service standards are fulfilled. Meet Targets set on Query reduction, First Contact Resolution and Quick Kills. Handle escalated cases for Priority Clients and ensure quick and satisfactory resolution Ensure meeting of Targets set on SLA adherence, TAT for Priority Clients. Institute forums to discuss and resolve regular queries and find one-time solutions Ensure queries are resolved within agreed TAT for Priority Clients Provide oversight for overdue queries and complaints Arrange Service Review and meetings with Priority clients at agreed frequency. Engage Product Operations Team for advisory for complex deals or based on requests from 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 any suspicious activities 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 Prioritize Priority Clients’ transactions to meet targeted turnaround times Monitor and improve utilization 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 digitization 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 commercialize 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 prioritize investments that simplify, accelerate, and improve the client journey; challenge the status quo by fostering bold conversations about engaging the Right Clients while maintaining a sustainable cost-to-income ratio. QUALIFICATIONS Background Education: University graduate or above Experience: 4 years Operations and Client Services working experience Professional Skills Solid knowledge on various types of trade products and good understanding of process flow, regulations and issues faced by clients. 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 skill and able to coach the team to achieve agreed target. Soft Skills Excellent written and verbal communication skills Advanced skills on presentation & email writing. Sound PC / MS Office skill. Strong organizational skills and well-developed business abilities. Good soft, interpersonal skills and strong organizational skills. Self-motivator, able to manage multiple tasks and work under pressure. Other Preference Passion in identifying and driving new operations improvement opportunities Other than above roles, job holders should follow other job duties and responsibilities assigned by line manage from time to time. Our Ideal Candidate Business Partnering Process Management Manage Change Service Delivery and Operations Soft Skills Business Facilitation 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. #J-18808-Ljbffr