Senior Executive, Trade Operations

Responsible for the day-to-day operations at Trade Operations including supervision of all service personnel, operational efficiency and productivity as well as ensuring service quality standards in the bank are met in line with the Bank’s strategic objectives.

Supports the bank in assisting to drive revenue growth.

1. Implementing and executing bank’s new enhancement

1. For centralization of Trade Windows process – planning, developing and revising the process flow
2. Supporting other department processing of exceptional handling
3. User Acceptance Testing (UAT)

      2.  Service Quality and Relationship Management

• Managing Trade Operations service quality and taking required actions to manage service standards within the target set for areas such as turnaround time, error corrections, complaints and etc.

• To maintain a good level of customer service in Trade Operations by:

• Resolving all service-related customer complaints and escalating to relevant higher authorities for serious complaint cases.
• Ensuring priority is given to meet the customer and business expectation on service and acting appropriately on suggestions for improvement.
• Building and maintaining long term and profitable relationships with all customers, including value customers.

• Support the Group Head in ensuring service issues are addressed and service levels are met.
• Maintain a great teamwork by supporting GFM and business

       3.   Trade Operations Management                                            

• To be responsible for day-to-day operations by:

• Monitoring and ensuring all the internal and external regulatory are complied with

• Checking and ensuring transactions, reports and documentation are diligently assessed
• Monitoring of incoming and outgoing remittance payment to ensure no long outstanding item
• Monitoring items in report provided by Nostro Unit are duly reconciled and accounted for.
• Managing of Fixed Assets, Cost and Expenses within budget set.

     4.     Bank Initiatives

• Arrange for staff to be trained in aligned with bank goals and customer interaction model.
• Encourage and motivate staff to participate actively in responding VOE Pulse Survey

• People Management

• To maintain an environment which promotes success, harmoniously, teamwork and professional growth
• To assist in selecting, hiring, maintaining and the orientation of Trade Operations team
• To conduct formal and periodic informal performance appraisal and perform career planning for team members (e.g. recommendation for promotion, training needs, internal transfers, etc).
• Conduct briefings and reviews on bank’s procedural changes and Service Quality on a timely basis.
• Support in the education of branch staffs on delivery of superior service quality by conducting training and coaching.
• Providing guidance (training, knowledge sharing, covering of duties) to staff when necessary.
• Cascade information and messages effectively to the team.

• Risk & Regulatory Management

• To ensure there are no discrepancies, exceptions and non-compliance when authorizing transactions
• To ensure all staff completed the eLearning
• To ensure strict operational control over Trade Operations team by:
• Ensuring all approvals of incoming/outgoing remittances or drawdown of trade facilities must be in accordance to Alliance Bank’s policy
• Adhering to and enforcing strict compliance to Alliance Bank’s policies / procedures, audit compliance and BNM guidelines at all times
• Ensure proper and complete management of all transactional records for audit and regulatory purposes.
• Ensure proper procedures are in place to ensure operational efficiencies and also to comply with the rules, regulations and guidelines stipulated by regulatory and/or any other relevant authorities having jurisdiction over the Bank.

• OTHERS

• • To support the Team lead and ensure regulatory compliance, making every effort to enhance the image of the bank and representing the bank in the community. This is to be read in tandem with incumbent’s job objective.