Trade Client Service Manager

Key Responsibilities

Strategy

• Responsible for monitoring operational & customer service related activities of the CPC.
• Ensure adherence to reporting schedules & escalate matters to superiors for advice
• To ensure speedy resolution of customer queries & complaints, in accordance with laid down procedures & Quality standards
• Assist Managers in monitoring all transactions to ensure obligations/payments duly met.
  
  

Business

• To monitor the day-to-day processing & customer service activities related to CPC with the primary purpose of meeting service standards.
• To resolve customer queries/complaints, service related issues
• Monitoring all transactions to ensure obligations/payments duly met.
• Maintain data and statistics on performance of the team related to business standards, customer information etc.
  
  

Processes

• To provide Trade related Services to Customers and to meet turnaround times as per the Service Level Agreement & productivity standards
• To ensure strict compliance of internal procedures in line with the standards laid down as per DOI
  
  

People & Talent

• Organization of work flow to achieve maximum productivity
• Regular monitoring of the performance of the team & improve efficiency.
• Develop, train, motivate and educate staff and enhance morale of staff
  
  

Risk Management

• Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees
• Ensure proper functioning of day-to-day controls, periodic monitoring activities and timely resolution of risk issues.
• Comply with internal operating procedures & Key Control Standards
• To act in complete compliance with the Bank’s data confidentiality policy at all times
  
  

Governance

• To ensure compliance of all internal procedures, operational controls and regulatory requirements.
• Ensure preparation of Returns (Group and Regulatory) and submission of the same within agreed time schedules.
• Ensure compliance of all policies and procedures issued in relation to money laundering prevention.
• Ensure strict compliance of Group Sanctions Procedures
• Ensure strict implementation of Group Policies on KYC, Group Code of Conduct
• Ensure timely archival of documents and ensure maintenance of records as per the Group policy.
• Ensure no operating losses.
  
  

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Serve as a Director of the Board
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)
  
  

Key stakeholders

Internal

• CB, CIB, BB, SME, FI, Treasury
• IT, Technology
• Other Trade CPCs
• CSG/CMS
  
  

External

• Customers
• Personnel in RBI and other regulatory bodies (if required)
• Statutory/External auditors
• Counterparts in other banks
• Archival vendor
• Other Vendors
• GBS
  
  

Skills And Experience

• MS Office/Excel
• Business-Market Knowledge
• Business – Product and Processes
• Regulatory Guidelines
  
  

Qualifications

Graduation/PG

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 170 years, weve 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 youre 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 cant 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, youll 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.

• 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.

---