Senior Manager Commodity Service Centre , Trade Services recruitment
Job Description
To Manage the processing and Client Service activities of CSC Trade Services by maintaining high standards of service to our valued clients using a range of trade services.
Engage with OCC Relationship Managers, Transaction Banking Sales Product Management and CMT with the aim of increasing clients trade utilization and achieving maximum profitability of the bank
Interface with Client:
Primary point of contact for external CTA clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
Provide the highest standard of Client Services in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
Responsible for client satisfaction with service arrangements and delivery in the CTA segment and providing pro-active updates and going the extra mile in delivering improved service experience.
Continually identify opportunities to improve client efficiency / performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities Participating in Service Reviews with key clients. Reviewing service performance with the clients and generate ways to continuously improve service level standards
Providing training to clients on UCP organising workshops and seminars.
Providing guidance to clients on document preparation and pre-checking services.
Interface with SSC /Relationship Managers:
Primary point of contact with SSC CSC team for transaction processing, service requirement, enquiries, communicating and resolving discrepancies in documents.
Primary point of contact with Relationship Managers, accountable for responsiveness to their service requests.
Provide advisory and consultancy services to TB Sales and product Management / RMs on trade related practice, pricing, risk and transaction viability.
Providing MIS to stakeholders on Team Performance against TAT and cut off times.
Transaction Processing and Control :
Prioritise transactions to meet service standards, including upgrading priorities as needed.
Directly manage the operations of the team, setting standards to ensure that SCB service is 'the best in the market' with a deserved reputation for innovation and problem solving, combined with high productivity and efficiency.
Maintain control over day-to -day operations to ensure that the Bank's policies, operational guidelines are duly adhered to by team members
Critically evaluate all client structuring requests and ensure documented process notes are in place and agreed by relevant stakeholders.
Service Quality:
Continuously evaluate, update and enhance quality so that the quality of the services remain the best in the industry
Review enquiry types and develop proactive approaches to improve service quality.
Technology Enhancement:
Work together with IT to identify technology improvement
* Excellent trade service provided to clients through the CSC Team.
* Increase revenue and increase line utilisation
* Partnership like relationship built up with TB Sales and Product Management
* Assessment of risks at the functional level
* Optimizing value of each relationship
* Setting up of effective and efficient standards and procedures for the bank
* Achieving/Exceeding productivity and efficiency Goals
Qualifications Skills
University degree, preferably a reputed Professional Finance / Banking / Management qualification.
In-depth knowledge of Trade Services products, mechanics and risks
Detailed knowledge on Trade processing and operations and UCP rules
Strong business sense and commercial judgement
Good communication and interpersonal skills.
All round managerial / leadership qualities
Relevant levels of trade operation experience
Experience and knowledge in sales, relationship management and credit would be an advantage
Diversity Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
