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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
Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors especially in Trade Product
Provide the highest standard of customer service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
Responsible for client satisfaction with service arrangements and delivery
Work with internal stakeholders for service requirements, enquiries, and instructions
Responsible for effective service recovery process through efficient complaint logging and handling
Maintain a professional SCB image through all interactions with clients
Continually identify opportunities to improve client efficiency / performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities
Drive the Channel conversion project and ensure delivery of targets in this area
Drive Channel Utilizations i.e. Straight2bank
Fully maximize the capabilities of the General Enquiry Management System Application in capturing of Client enquiries and Complaints.
Conduct Client Visits in line with agreed plans and ensure all issues and concerns raised by clients are tracked and addressed within agreed committed timelines.
Handle all other tasks and projects as may be assigned.
Risk & Control
Comply with Operational Risk Framework set out for TRADE OPERATIONS including but not limited to client identification, data confidentiality and protection, complaints and enquiry handling.
Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
Adherence to all known local regulations.
Assist in implementation of service and efficiency improvement initiatives in Trade Operations and facilitate transfer of best practice
Premier Clients Service
Participate in the annual account planning with the RM and agree account service plan for the client.
Deliver the service plan, including participating in annual Service Reviews with key clients.
Review service performance with the clients and generate ways to continuously improve service level standards
On a selective basis, accompanying RMs on sales calls to sell our service capabilities and/or to resolve clients' operational and service issues
Leveraging on the VoC process and the relationship to understand client's needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.
Making proactive calls on clients to improve the utilization level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business.
Build trusted partnerships with clients at the daily transactional / operational level
Top Trade Owners Responsibility
Shall be responsible for ensuring the smooth flow of the premier service clients' transactions through the Bank. In the event that a transaction stalls, it shall be their job to resolve the issue through liaison either within the Bank, or directly with the client in need, as per the country model.
In case the transactional documents submitted are not in order, it would be ownership of the Service manager to promptly seek clarifications/documents from client within processing hours, so that transactions may be completed within TAT
Will coordinate with the Hubs/GSSCs to monitor and ensure that transactions are processed within the TAT
Work with TB for a one-off approval for common deviations for a product
Help reduce client queries and ensure that all clients move into Info Manager (this will be a pre requisite for the service model)
Work with IC&M & TB in initiating/improving S2B utilization
Use the Trade Transaction Dashboard to monitor e2e turn-around-time and resolve causes for blockages monthly
Ensure that I remain alert to the risk of money laundering and assist in the bank's effort in combating it by adhering to the key principles in relation to: identifying customers, knowing customers, reporting suspicions, safeguarding records and not disclosing suspicions to customers. Ensure my staffs are trained in combating money laundering.
Ensure / assist unit head in creation and maintenance of compliance culture, undertake compliance monitoring, generate timely and accurate compliance reports, proactively advise Country compliance on compliance issues, and update new matrices as communicated by the BCC
Health and Safety
Responsible for the health and safety aspects within your area of control.
Ensure that team members are adequately trained and supervised to perform their tasks in a safe manner
Ensure that team members are free to raise any Health and safety issues and these issues are addressed appropriately.
Ensure that the contractors working in own area or working for the team work in a safe & healthy manner.
Take reasonable care for the health and safety of co-workers and those who may be affected by own actions or omissions;
Co-operate with Management to support and promote Health and safety in the workplace;
Ensure that own actions do not put others at risk;
Work in a healthy and safe manner;
Encourage others to work in a healthy and safe manner;
Report all accidents* and incidents**; and
Bring to the attention of the management any hazard in the workplace
Our Ideal Candidate
Know-how and Experience
Minimum of 2 years' experience in Trade Operations.
Be very well versed with Trade products especially guarantee, letters of credit and Collections, invoice financing and Receivable services
Organized and detail orientated
Computer literate with the ability to learn customer service software applications
Effective interpersonal and communication skills
Good analytical and problem-solving skills
Able to recognize basic styles of customer behavior and how to adapt each style to create positive 'chemistry'
Able to identify and manage both transactional and operational risks
Advanced level product/processes knowledge
Knowledge of corporate transactional products and channels is added advantage.
Has a drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients.
Has excellent communication, influencing and negotiation skills to effectively manage internal and external stakeholders
Able to establish and maintain effective working relationships with peers and business partners.
Comfortable with direct client and business partners interaction, with proven client interaction abilities.
Excellent interpersonal skills and positive attitude.
Strong leadership skills with contact center workforce management knowledge.
Possess skill, ability, experience and confidence to navigate the Bank and business partners to ensure client requests are completed on time.
Ability to present ideas and information effectively in group settings.
Strong analytical, problem solving, ideation and time management skills.
Loves to solve problems
Ability to feel comfortable amongst strangers
A good listener
Make themselves understood when communicating with all kinds of people
Pleasant disposition and able to control feelings that may create conflict
Sensitivity towards people and ability to show compassion or empathy
High self-esteem and confidence level
Proactive rather than reactive
Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our career pages .