About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
Business
- To Manage processing of Trade transactions by timely monitoring and maintaining high standards of service to our valued customers with the aim of increasing customers’ trade utilisation and achieving maximum profitability of the bank
- Client Service management for Germany for Key/Premier Trade Customers
- To provide consultation to Relationship Managers/ Customers, Product Managers and other relevant stakeholder in structuring transactions.
- To ensure compliance of all internal procedures and operations controls.
- Provide support to Head of Trade to identify process re-engineering opportunities for improved business practices and cost savings and continuously upgrade the Quality Management Systems in the department
- To continuously assess risks and mitigate them in trade finance transactions
- To take responsibility of the unit in absence of Head of Trade ensuring BAU management and stakeholder management.
Processes
Interface with customer
- Establish a close relationship with the customer and act as the point of contact for professional advice, inquiries, communication and resolving discrepancies in documents / applications
- Responsible for meeting or exceeding customers’ expectation and requirements as per the SLA
- To ensure prompt response to customer enquiries or request related to our supported services and operational functions with a helpful attitude
Interface with GBS / Trade Service
- Point of contact with Trade Service for service requirement, inquiries, communication and resolving discrepancies in documents
Interface with Relationship Managers
- Primary point of contact with RM, accountable for responsiveness to their service requests
- Provide support to RMs where required for any product expertise.
Transaction Processing and Control
- Prioritise transactions to meet service standards, including upgrading / review priorities as needed
- Maintain control over day-to-day operations to ensure that the Bank’s policies, operational guidelines are duly adhered.
Marketing and Selling
- Assist front office in cross selling bank’s products to all customer segments and provide product guidance where needed.
Service Quality
- Continuously evaluate, update and enhance quality in the department so that quality of the services remains the best in the industry
Monitor and Review Key Reports and Transactions
- Reviewing Key Reports generated according to laid down procedures
- Monitor Productivity levels with the aim of continuously improving productivity in order to maximise the cost-effective delivery of Trade Products
Strategy and Development
- Identify and successfully migrate best practices.
- Provide feedbacks and suggestion to Head of Trade for any best practise that can be implemented.
People and Talent
- Knowledge to manage Trade Transactions which are inherently complex, and usually involves multiple parties across borders, subjected to international rules with life cycles of transactions usually stretching over considerable period.
- Ability to understand the risk involved in various trade transactions. Power of judgement is required to protect both customers’ and Bank’s interest
- In-depth knowledge of Trade Services Products, mechanics and risks
- Detailed knowledge on Trade Processing and operations and applicable international rules
- Strong business sens