Operations Team Member-SUPPORT SERVICES-Operations 360

Role Purpose

To lead the Trade Advisory Desk within Operations 360, acting as a single point of contact for internal and external stakeholders. The role is responsible for providing expert guidance on Trade Finance products, resolving complex queries and escalations, managing client servicing, and driving operational excellence while ensuring regulatory and compliance adherence.

Key Responsibilities

• Serve as the primary advisory and support desk for Trade Finance products including LC, BG, Import/Export Collections, Trade Loans, and Supply Chain Finance.
• Handle complex client queries, exception cases, and operational escalations within defined TATs.
• Partner with Relationship Managers, Business Banking, Corporate Banking, Operations Units, and Compliance teams for seamless customer servicing.
• Provide guidance on trade transactions, regulatory requirements, FEMA, UCP 600, ISBP, URDG, and internal policies.
• Monitor service delivery metrics, client complaints, and escalation trends and implement improvement actions.
• Drive customer experience initiatives and ensure timely resolution of issues.
• Support process improvement, automation, digitization, and productivity enhancement projects.
• Review operational risks, ensure adherence to audit and compliance requirements, and implement controls.
• Prepare MIS, management dashboards, and service performance reports for leadership review.
• Mentor and develop team members, ensuring adequate product and process knowledge.

Key Skills & Competencies

• Strong knowledge of Trade Finance products and operations.
• Understanding of FEMA guidelines, ICC Rules (UCP 600, URDG, ISP98, ISBP).
• Strong stakeholder management and client servicing skills.
• Excellent problem-solving, escalation management, and communication abilities.
• Ability to manage cross-functional teams and drive process improvements.
• Strong analytical and MIS reporting skills.