Customer Service Manager_R_WBG OPERATIONS (OPS)_0469_0652_1086220

Key Responsibilities

• Manage end-to-end processing of Trade Finance transactions including:
  
  
  
  • Letters of Credit (Import/Export)
  
  
  • Bank Guarantees
  
  
  • Documentary Collections
  
  
  • Bills Discounting
  
  
  • Export/Import Remittances
  
  
  • Shipping Guarantees and Trade Loans
  
  


• Ensure compliance with:
  
  
  
  • UCP 600
  
  
  • URDG
  
  
  • FEMA Guidelines
  
  
  • RBI Regulations
  
  
  • Internal Bank Policies
  
  


• Review and authorize trade transactions within delegated authority limits.


• Monitor transaction accuracy, TAT adherence, and service quality metrics.


• Handle exceptions, escalations, audit observations, and customer complaints.


• Coordinate with Relationship Managers, Branches, Compliance, Risk, and Business Teams.


• Drive process improvements, automation initiatives, and operational efficiency projects.


• Ensure timely closure of reconciliations and resolution of operational breaks.


• Support internal and external audits and ensure closure of audit findings.


• Monitor team productivity, allocate workload, and ensure business continuity planning.

Team Management

• Lead and manage a team of Trade Finance Operations executives.


• Conduct performance reviews, coaching, and training programs.


• Drive employee engagement and succession planning.


• Ensure adherence to operational controls and risk framework.

Desired Candidate Profile

• Graduate/Post Graduate (MBA preferred).


• 8-12 years of banking operations experience with minimum 5 years in Trade Finance Operations.


• Strong knowledge of Trade Finance products and regulatory requirements.


• Experience in handling teams and stakeholder management.


• Knowledge of SWIFT messages and core banking systems.


• Strong analytical, problem-solving, and communication skills.

Key Competencies

• Trade Finance Expertise


• Leadership & People Management


• Risk & Compliance Management


• Process Improvement


• Stakeholder Management


• Decision Making


• Customer Focus


• Operational Excellence