• Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • Standard Chartered Bank
  • 2019-04-21

Associate, Operations & Service Management

  • Location: Sydney, New South Wales, Australia
  • Salary: Competitive
  • Job Type: Full time

Associate, Operations & Service Management

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.

Roles & Responsibilities

Service and Operations Excellence :
  • Service the Exports commodity clients -
  • 100% conversant in Trade Finance matters and able to hold sensible transaction conversations with key exporters
  • Solid understanding in Documentary Credits, UCP600, LC Confirmations, Negotiations & Discounting, Incoterms and International Trade Finance
  • Acquire quotes from relevant countries for Letter of credit confirmation
  • Organising pre-check of documents and advise rectifications
  • Facilitate the routing of original documents to the booking location
  • Advise the client on documents / transaction status
Bank Guarantees
  • Handle Standby LCs / Bank Guarantee Issuances under Syndicated and Bi-Lateral facilities
  • In-depth knowledge of URDG 758 and ISP 98
  • Charges Accrual and Billing
  • Advise the client on the Guarantee / Standby LC status
Manage the Corporate Loan book and Deposits
  • Review and action the Loan Drawdown Notices
  • Rollover / Repayment of Loans and Deposits
  • Manage the Liquidity borrowing and position
  • Build trusted partnership with clients at the daily transactional / operational level through
  • Regular phone/email contacts with client contacts
  • Proactive updates on outstanding issues
  • Understanding client expectations and needs for quality client services
  • Conduct and agree periodic service reviews with key Tier 1 clients
  • Operational and Regulatory Reporting
  • PMI and Revenue Reporting
  • Client engagement - managing the end-to-end service experience for clients
  • Providing the client with: statements, invoices, billing statements, explaining to the client what items on the statements are.
  • S2B, in case of remote training will help facilitate language issues. Promotes S2B channel.
  • Monitors client's pending inquiries with timely updates in GEM/CRM on outstanding issues such as Funds, Return and unable to execute, follow up on pending payments. Clearing products and trade such as non-receipt LC advising, Reimbursement enquiry, LC payment status, etc.
  • Continually identify opportunities to improve client efficiency / performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities
  • Back-up the Service Management Roles
Value add service :
  • Educate clients on various systems Eg: Straight2Bank, Swift payment formats in EUR, USD, INR, IBAN Numbers, Fed etc.
  • Keep client abreast of recent changes in clearing environment
  • Agree SLA with Key clients (e.g. frequency of follow-up, frequency of reverts to clients etc), monitor adherence and monitor client feedback. Share and discuss this with stakeholders.
  • Identify cross-sell opportunities - through new products to the benefit of clients
  • Stakeholder Management - undertake regular monthly conversations with TB Sales team and key product team to deepen understanding of client needs on an end-to-end basis
  • Continuous Improvement - demonstrate proactive stance in developing creative solutions and overcoming problems for clients
  • Active participation/coordination in on-going initiatives, projects, client surveys
Risk & Control
  • 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

Our Ideal Candidate
  • Organised and detail orientated
  • Computer literate with the ability to learn client service applications
  • Effective interpersonal and communication skills
  • Questioning skills
  • Good analytical and problem-solving skills
  • Able to recognize basic styles of customer behaviour and how to adapt each style to create positive 'chemistry'
  • Able to identify and manage both transactional and operational risks
  • Ability to work under pressure
  • Intermediate level Cash and Expert level Trade Finance product/process knowledge
  • Solid understanding in Documentary Credits, UCP600, URDG 758, ISP 98, LC Confirmations, Negotiations & Discounting, Standby LCs and Bank Guarantees
  • Minimum of 5 years in Trade Finance Documentary Credit / Bank Guarantees
  • Basic Corporate Loans product /process knowledge
  • Adept at data collection, analysis and reporting
Apply now to join the bank