Manager, Client Operations

**Job Summary**
- Delivering consistent and reliable Trade Finance transactions to Priority 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 & Processing Operations and Trade Core Operations to ensure service standards are fulfilled.
- Assist Head, Client Operations (“team lead”) to drive Country Model in line with the Target Operating Model for Client Operations
- Assist team lead/Unit Head to set up the Client Operations Team and implement Client value propositions for Tier 1 (Priority) Clients in line with Target Operating Model.
- Meet Targets set on Query reduction, First Contact Resolution and Quick Kills.
- Handle escalated cases and ensure quick and satisfactory resolution
- Ensure meeting of Targets set on SLA adherence, TAT & Utilization across Client Tiers.
- Institute forums to discuss and resolve regular queries and find one-time solutions
- Ensure queries are resolved within agreed standard TAT for Tier 1 (Priority) Clients.
- Provide oversight for Escalation of overdue queries and complaints.
- Assist team lead to arrange meetings with Tier 1 (Priority) Clients at agreed frequency.
- Engage Product Operations & Processing Operations Team(s) for advisory of complex deals or based on requests from Clients.

**Key Responsibilities**

Strategy, Business, Processes*: Client Service, Productivity and Budgetary Management
- Assist team lead to manage Client Operations Team daily operations accordingly to the laid down procedure and standard of service and ensure operations complies with applicable:
by Generic Product Program and Country Product Addendum
Money Laundering Prevention Procedures and report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
Sanctions policy & procedures
Group Policies / GDOI
Legal & Compliance Policies
- Ensure handling of Queries/Complaints as per the Documental Operating Instructions manual, customer’s instructions and within the timeliness and accuracy standards specified.
- Ensure all referrals are accurately checked and responded correctly with the SLA and in compliance with statutory regulatory and internal operational instructions.
- Assist team lead and Unit Head of Trade Ops for collaboration with Technology on futuristic digital opportunities, pre-empt disruptive forces and commercialise innovative use of technologies

Assist team lead and Unit Head of Trade Ops to achieve the financial performance targets of front to back operations and to drive the respective Country to prioritize investments into making Client journey simpler, faster, better Challenge status quo in driving courageous conversations of doing business with Right Clients with a sustainable cost/ income ratio**Governance & Risk Management**
- Immediate escalation of all queries/complaints received from regulators.
- Ensure Set Control standards are adhered to and met.
- Assist team lead in continuous update of service CDOI and dissemination of relevant information to team.
- 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.
- Assist team lead to proactively communicate with the Business Unit Head and BRM on operational risk issues.
- Assist team lead to escalate significant events to Business Unit Head / BRM as appropriate. Support operations team pre/post audits and assurance reviews.
- Provide support on any regular and ad hoc tasks related to unit operational risk management assigned by BRM from time to time
- 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.

**Skills and Experience**

**Business Continuity Management**
- Assist team lead and Unit Head of Trade Operations to ensure an adequate Business Continuity Management (“BCM”) plan is in place across the business, to facilitate continuity of critical business operations in the event of significant business interruption.

**People and Talent**
- Ensure to complete all service mandatory learnings timely.
- Assist team lead to monitor morale and constantly motivate direct reports to ensure that optimum level of productivity and service standards are achieved.
- Assist team lead to act as a sponsor for the team for all changes facing Trade Operations group to ensure that such changes are implemented successfully
- Engage and support a change in mindset, building a culture of Client centricity, agil