Customer Service Manager

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