Job Description
Trade Service Manager
Job ID
7482
Location SA - Cape Town
Division
Position Category Operations Technology
Employment Type Full Time - Permanent
Shift No
Regulatory Approval Yes
Position Description
Overall purpose of job:
The overall purpose of the job is as follows:
•Top Tier Clients contact person for Trade related service requirements in PBB ,CIB , Client Coverage and Global Markets.
•Resolve client queries utilizing their industry and product knowledge, or through liaison with subject matter experts.
Position in department:
•Directly responsible to: Head, Trade Service
Regular liaison with:
Internal
•CIB Client Coverage (Relationship Managers, Business Managers)
• CIB Sales Teams ( TPS & Global Markets)
•CIB Ops areas ( Payments Processing; FTS; Trade Services & Trade Call Centre; GDS and Channel admin unit).
•CIB Risk and Legal
•Personal and Business Banking
•Global Markets Unit ( FRC; Dealing Room and Exchange Control)
External
The various representatives of the following:
•Corporate clients
•Personal and Business Banking clients
•Foreign Banks
•Other various external parties
Personal Activities
Responsible for:
•Provide a consistently high level of service to both internal and external clients.
•Represent Standard Bank in the Trade business
•Driving client retention in CIB & PBB
•Develop and maintain relationships with all relevant internal stakeholders.
•Be able to interact with clients at all levels with regards to the operational and service aspects of the transaction
•Managing a portfolio of top tier clients from an operational service perspective. In other regions this would include top tier PBB & Retail clients
•Proactively research and keep up to date with Portfolio clients industry so as best to advise them and recognize cross cross-selling opportunities and pass leads onto sales
•Brainstorming individual customers with other stakeholders (TB/RM/GMS)
•Performing management reporting on clients (i.e. call reports completion)
•To manage/assist clients with their international trade QUERIES, within SLA turnaround times, ensuring that they receive high levels of service from all the support areas within the business
oCommunicate with client in respect of :
Status of queries
Issues that relate to Due Diligence checks
Feedback received through internal liaison
Address any other service issues relating to trade or payments
•To manage/assist clients with their international trade needs, ensuring that they receive high levels of service from all support areas
oCustomer education and training.
oAdvise and provide assistance regarding the structure and documentation required to do international trade
oAssist clients with Exchange Control matters
oAssist clients with their channel requirements(i.e. ongoing maintenance)
oIdentify client needs and refer to appropriate areas
Perform facilitation role between clients and internal stakeholders
oObtain information from various sources and stakeholders to aid decision making and solution development.
oMaintain client confidentiality
Training and information sharing with clients
oAssistance and guidance with regard to completion of instrument application/ maintenance forms
oAssistance, guidance and information with regard to the process to be followed
•Identify own training needs and schedule training with the relevant subject matter experts
oHave an up to date knowledge of all international trade products and the rules and laws governing them
•Feedback and filtering of received information to appropriate areas
Key Result Areas
•Client Service...weighting 40%
oDrive client retention
oCreating win-win solutions
oMeeting clients needs and concerns
oEffectively manage the portfolio of top-tier clients
oFacilitate the resolution of client queries
oDeveloping partnerships
oPrioritizing client requirements
oDealing with dissatisfied clients –Handling complex clients complaints/queries
oIdentify high risk areas when engaging clients
oProactively research clients needs & products utilization by clients in order to better service them
oProactively educate clients ito of products process and documents completion
oDevelop long term mutually beneficial relationships with customers
oProactively Conduct electronic channels maintenance and assist portfolio clients with maintenance
•Effective Internal Stakeholder Engagement....weighting 20%
oManaging partnerships and alliances
oEffectively work in collaboration with Sales(TPS & GSM) and Front Office teams
oSeeking opportunities to build effective relationships with stakeholders
oHold the processing/service delivery areas accountable(i.e. agree on turnaround times & service delivery standards)
oNetwork with stakeholders where possible
o
•Report Writing........15%
oUnderstanding our clients
oMaintaining Client’s trust
oMonitorin service impacts on clients
oTargeting service improvement opportunities
oMeasuring and Managing Delivery of service
oProduce call reports weekly
•Personal Development ( Product & Self)......weighting 10%
oContinuous Development
oSetting an example to staff and internal stakeholders regarding service
•Leads generation........10%
oUnderstanding our clients
oMeeting Client’s needs and concerns
o Creating Win/Win solutions
o Identify Opportunities
• Financials.......weighting 5%
o Measure the cost of service to clients
o Be cost effective when servicing clients
NO FEE:
AJS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS AND AJS DOES NOT CONCERN ITSELF WITH INFORMATION ON BANK ACCOUNTS.
SOME EMPLOYERS MAY ACKNOWLEDGE RECEIPT OF YOUR APPLICATION.
