Trade Client Service Manager

**Job Summary**

**Overall Responsibilities**
- Delivering consistent and reliable Trade Finance transactions to Tier 1 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 tier 1 clients and ensure quick and satisfactory resolution
- Ensure meeting of Targets set on SLA adherence, TAT for Tier 1 clients.
- Ensure queries are resolved within agreed TAT for Tier 1 Clients
- Provide oversight for overdue queries and complaints

**Governance & Risk Management**
- Immediate escalation of all queries/complaints received from regulators.
- Ensure Set Control standards are adhered to and met.
- 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 BRM on operational risk issues. Escalate significant events to Business Unit Head /BRM as appropriate. Support operations team pre/post audits and assurance reviews.
- 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**:

- To support Business Continuity Management (“BCM”) plan if applicable.

**Regulatory & Business 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.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Key stakeholders**
- Internal- Head & team members of Trade Operations
- Head & managers of GBS
- Trade UORM
- Group Trade Product and Client Operations
- Local TB Product Management
- Business Technology
- Front Office & Middle Office
- Other Operations Functions
- Other Functions (HR, Finance, Legal & Compliance, Tax)
- Audit and investigations

**External**
- Customers
- Vendors
- External consultants
- Bank Audit / Accounting firms
- Local and Regional Regulators

**Other Responsibilities**
- As per assignment agreed when necessary.- 2+ year of experience in Operations and Client Services.
- Proactive identification of risks and concerns including escalation to all relevant stakeholders.
- Sound knowledge of Trade finance, Imports and exports credit, Shipping guarantees, Open Account Financing, etc.
- Knowledge on Money Laundering Prevention Procedures and report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
- Excellent verbal, presentation and written communication skills.

**Role Specific Technical Competencies**
- MS Office

**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.-