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