Customer Service Manager - R - WBG OPERATIONS (OPS)

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