Senior Officer, Trade Client Operations

3-5 years
Job Description

Role Responsibilities

Overall Responsibilities:

  • Delivering consistent and reliable Trade Finance transactions to Tier 1 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. Taking ownership of transactions and enquires and leveraging Trade Product Operations, Trade Core Operations and Trade GBS Operations to ensure service standards are fulfilled.

  • Support to implement client value propositions for Teri 1 clients in line with Target Operating Model.

  • Meet Targets set on Query reduction, First Contact Resolution and Quick Kills.

  • Handle escalated cases for tier 1 clients and ensure quick and satisfactory resolution

  • Ensure meeting of Targets set on SLA adherence, TAT for Tier 1 clients.

  • Join forums to discuss and resolve regular queries and support to find one-time solutions

  • Ensure queries are resolved within agreed TAT for Tier 1 Clients

  • Provide oversight for overdue queries and complaints

  • Arrange meetings with Tier 1 (ex-priority) clients at agreed frequency.

  • Engage Product Operations Team for advisory for complex deals or based on requests from clients.

Process, Premium Service, Productivity and Budgetary Management

  • Carry Out 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&rsquos 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.

  • End to End Ownership of all Tier 1 (ex-priority) clients service queries/complaints until satisfactory resolution.

  • Ensure prioritisation of Tier 1 (ex-priority) clients from a processing standpoint to achieve targeted TAT for all their transactions.

  • Monitor and uplift Utilisation for Tier 1 (ex-priority) clients as per target set.

  • Meet tier 1 clients to gain feedback and suggestions on service improvement.

  • Engage Tier 1 clients on regular analysis of frequent queries and work with Product Operation Team on Disruptive Analysis for Tier 1 (ex-priority) clients to drive actions for reductions.

  • Support Head of Trade Client Ops to monitor Key Metrics Service Performance Scorecard around proactive query reduction, service quality increase and digitization index increase and initiate actions with tier 1 clients, stakeholders and product operations as required.

  • Assist Head of Trade Client Ops to manage the running cost of the team to meet or exceed the budgetary target.

  • Assist Head of Trade Client Ops for collaboration with Technology on futuristic digital opportunities, pre-empt disruptive forces and commercialise innovative use of technologies

  • Assist Head of Trade Client 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.

  • Understand and strictly follow the service CDOI.

  • Proactive identification of risks and concerns including escalation to all relevant stakeholders

  • Handle complaints and track the 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.

  • Proactively communicate with the Business Unit Head and BRM on operational risk issues. 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&rsquos 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.

Business Continuity Management:

  • Assist Head of Trade Client Ops to ensure an adequate Business Continuity Management (&ldquoBCM) plan is in place across the business, to facilitate continuity of critical business operations in the event of significant business interruption.

People and Talent:

  • N/A

Regulatory & Business conduct:

  • Display exemplary conduct and live by the Group&rsquos 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.

  • Always work towards achieving the outcomes set out in the Bank&rsquos 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.

  • Assist Head of Trade Client Ops to engage with local regulatory stakeholders and build trusted and valued relationships to drive outcomes that are satisfactory to the conduct of business in the country

  • Assist Head of Trade Client Ops to monitor the effective communication and implementation of regulatory changes

Key Relationships:

  • Internal

    • Head & team members of Trade Operations

    • Head & managers of GBS

    • Trade UORM

    • Group Trade Product and Client Operations

    • Local TB Product Management

    • Business Technology

    • Front Office & Middle Office

    • Other Operations Functions

    • Other Functions (HR, Finance, Legal & Compliance, Tax)

    • Audit and investigations

  • External

    • Customers

    • Vendors

    • External consultants

    • Bank Audit / Accounting firms

    • Local and Regional Regulators

Other Responsibilities:

  • Understand, acknowledge and comply with the requirements onindividual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies

  • 解认并守本地法律法以渣内部策中关于个人问责责;

  • Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities

  • 跟上本地问责法律法展,以有效地确并强化内控;

  • Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank

  • 审慎勤勉地履行岗责,以个人或团队身份,为任何导致行或能法律制管罚大财务失或声誉负影而出努力;

  • Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections

  • 对未守相关范程未履行责以未执行整措施承担相责任;

  • Cooperate with any investigations or reviews on regulatory failure such as accountability review

  • 任何关于管定调查或审查,例,问责审查

  • Properly perform the duties on management and ensure the effectiveness of internal control

  • 正确履行管责,并确内控效率;

  • Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership

  • 对负有管/或领导责任事项引起或相关管定事件或风险,承担相责任

  • Be responsible for significant losses due to failure of effectiveness of internal control

  • 为内控失效大失负责

  • To ensure all team staff adherence to laws and regulations, internal risk and compliance policies (including anti-money laundry, sanction, anti-bribery & corruption and relevant FCC risks) and Group Code of Conduct.


  • Any other job, duties and responsibilities as assigned by the line manager from time to time.

其它直属在工作期间, 对工作任务 责与责任时作出指派

  • The job description above will be reviewed during the Job Objective setting every year, which may be amended and agreed where necessary by the employee and the line manager.


Our Ideal Candidate

Education: University graduate or above
Experience: 3-5 years Operations and Client Services working experience
Professional Skills

  • Solid knowledge on various types of trade products and good understanding of process flow, regulations and issues faced by clients.

  • Strong analytical, problem solving and operational skills.

  • Good People interaction skills and ability to manage by Influence.

  • Excellent understanding of service quality principles.

Soft Skills

  • Excellent written and verbal communication skillsAdvanced skills on presentation & email writing.

  • Sound PC / MS Office skill.

  • Strong organizational skills and well-developed business abilities.

  • Good interpersonal skills and strong organizational skills.

  • Self-motivator, able to manage multiple tasks and work under pressure..

Other Preference

  • Passion in identifying and driving new operations improvement opportunities.

  • Other than above roles, job holders should follow other job duties and responsibilities assigned by line manage from time to time.

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 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

  • Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website

Job Source:

We are a leading international banking group, with a presence in more than 60 of the world’s most dynamic markets. Our purpose is to drive commerce and prosperity through our unique diversity, and our heritage and values are expressed in our brand promise, Here for good.
Standard Chartered PLC is listed on the London and Hong Kong Stock Exchanges.

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