Job Summary
Strategy
• Exhibit qualities which demonstrate the group’s strategy.
• To treat Customer’s with Human touch and understand the importance at every business stage
Business
• To establish and maintain excellent working relationship with the client and internal stakeholders to ensure prompt and effective responses to the various business requirements, queries and requests from them.
• To be aware of the business targets and ensure compliance.
• To devote special care for the Priority clients and ensure service delivery as agreed.
• To own the business transactions of Clients and ensure completion at all levels/stages on a sustained basis.
Key Responsibilities
Processes
• Receive Queries / Complaints / Compliments from Clients through various Channels (Voice, Email, Online, Internal etc) & Internal Stakeholders including Trade processing team
• Logging of queries / complaint and owning it end to end for resolution and escalation as appropriate.
• Communicate with clients and internal stakeholders on updates / resolution of queries and Complaints
• Ensure queries are resolved within the defined timelines.
• Communication of Transactional issues to clients and internal stakeholders.
• Work towards resolution of issues to ensure smooth transactional flow
• Escalation of overdue queries and complaints.
• Encourage clients towards self-service through eadvices, S2B & Track-It etc
• Provide one-time solutions for frequent client queries
• Meet targets set for First call resolution, Quick Kills and Query reduction
• Handling of queries related to incidents as per guidelines
• Ensuring timely closure of External & Internal Errors captured with Root Cause Analysis / Preventive actions and responsible parties.
• Monitor client transactions to ensure completion as per the agreed service levels.
• Identify reasons for disruptions and provide fixes and solutions for seamless execution of transactions.
• Meeting clients at regular intervals to educate and influence digitization. Insight reviews, volume analysis, query analysis, disruption reasons, solutions etc.
• Ensuring maintaining client data confidentiality.
• Ensure timely action on the queries raised by Trade Processing team with client and relevant internal stakeholders
• Effective TD queue monitoring to ensure that the transactions moved to country are taken care within 30 minutes.
• Ensure effective follow up with relevant stakeholders for the transaction which are pending at their end
People & Talent
• Strong customer focus.
• Ability to handle difficult clients and resolve conflicts
• Empathy and patience
• Time management.
• Ability to prioritize tasks.
• Multitasking abilities.
Risk Management
• Always Upholding the Values of the Group and Company.
• Compliance with all applicable Rules/ Regulations and Company and Group Policies.
• To identify risk on a continual basis and derive mitigants on a sustained basis.
Governance
• Comply with Group Sanctions Policy and Procedures.
• Comply with Local Sanctions Policy and Procedures, if any.
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
• To effectively manage Clients, key stakeholders, Country Offices, Regulators, Superiors, Peers & Subordinates
Other Responsibilities
• To encourage Continuous Improvement initiatives for simplifying of the processes,
• Convert opportunities and derive/record tangible results year on year
• To encourage standardization opportunities.
• Improve the digital penetration
Skills and Experience
• At least 8 years of general operational knowledge in Trade Services.
• Under Graduate
• Thorough understanding of ICC rules, local laws, legal risks, and operational risks.
• At least 5 years working experience in Trade products viz. Collections, Letters of Credit, Guarantees / SBLC, Open account financing / Receivable Purchases (Factoring), Islamic Trade.
• ICC Certifications viz. CDCS, CSDG will be added advantage
Role Specific Technical Competencies
• Trade Knowledge
• Client Service
• General Banking
• Email Skills
• Computer / Microsoft Office Skills
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.
- 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.