Job Title: Trade Officer (GMT)
Employer: Stanbic IBTC Bank Plc
Parent Company: Standard Bank Group
Sector: Banking and Finance
Job ID: 11682
Location: Lagos, Nigeria
Division: Group Operations
Position Category: Group Operations Control
Employment Type: Full Time – Permanent
Shift: No
Regulatory Approval: Yes
Position Description:
•To optimise International Business Centre(IBC) fulfilment resources to achieve business objectives inline with the Business Support strategy and the Bank's vision & values as a whole.
•Maintain an International Business centre(IBC) team with focus on Business Support, with the aim of providing a level of service which is of high quality and consistent with the standard of service delivered by other members of the Standard Bank Group.
•Maintains a proactive means of identifying customers' needs and service preferences
REPORTING STRUCTURE: Reports toTeam Leader, Liaison & Due Diligence
KEY PERFORMANCE MEASURE:
•Consistent achievement of high levels of customer service and satisfaction
•Compliance and improvement on turn- around times (TAT)
•Improved customer service and satisfaction levels as per customer survey results
•Reduction of costs and increased throughput
•Compliance to regulatory requirements governing banking practices
•Effective management and mitigation of operational risks
•Management of relationships with suppliers and stakeholders
Required Skills and Qualifications:
•Relevant Degree (BSc)
•Minimum of 2 years Customer service experience
EXPERIENCE:
•Knowledge of rules and regulations governing Trade
•Attention to detail and results oriented
•Ability to work in a fast paced environment .
•Building and maintaining relationships
KEY RESPONSIBILITIES:
•Identifies Customer service expectations, applies SLAs and aligns same to the Customer Value Proposition in order to deliver an appropriate service.
•Investigates customers' complaints relating to Trade by continuously interacting with the various Prime Trade customers to ensure high service levels by Payment function
•Ensures all Prime Customers trade transactions are processed from cradle to grave i.e from Form M stage to the point swift is released, income taken and customers advised through Corporate Client Care(CCC).
•Ensures end-to-end Forms M / NXP processes (registration, amendments, cancelations, extensions and revalidations etc) are executed accurately and expeditiously within agreed SLA's.
•Ensure prompt and accurate update of all registers and applications in respect of all Forms M, NXP, RAR, LC & BFC request submitted for processing.
•Timely advise clients/RMs through CCC of discrepancies noted and/or banks inability to handle Form M/NXP, RAR, LC & BFC transactions submitted for processing
•Ensures timely and appropriate handling of all scanning companies / inspection agents queries & enquiries relating to Form M/NXPs & RAR register with the bank.
•Ensures prompt resolution of enquiries and queries received from foreign banks and other business areas/units as it relates to prime customers and refer to the LDD.
•Ensures timely and prompt delivery of all prime customers induced daily, weekly and monthly reports.
•Ensures the proper and adequate narration of transactions is captured on Finacle and related trade applications in conformity with the respective prime customers' request.
•Ensure as per the terms and condition stated on the documentary Credit the payment terms are followed i.e Sight, Deferred or Mixed payment.
•Ensures special Monitoring and tracking of every kind of offshore Loan(Offshore Refinancing) and advise customers promptly and regularise to allow them purchase funds on or before due date.
•Ensures that if client does not purchase funds timely at any stage i.e Sight or matured obligation (Deferred or matued Refinancing) the 'Default Process' is immediatedly invoked.
•Reconcile RARs collected with the shipping document sent out for processing.
•Notify the account officers through CCC on daily basis for RARS collected through Remedy application & e-mails.
•Ensures time release of RARs to prime customers and keeping appropriate record of same.
•Ensures timely despatch of RARS to the branches where necessary at the request customers & keeping track of same.
•Prepare communications and applications to regulators (CBN, Customs, etc) on behalf of clients and the bank in respect of Form M/NXP transactions registered with the bank(e.g. revalidation of expired Form M, Bill of Lading etc)
•Dispatch, track and follow-up on all communications and pending approvals with regulators. Ensure that required feedbacks (i.e. acknowledgement copies, approval) are obtained within record time. Exceptions must be escalated.
•Ensure that all registers (manual or otherwise) and systems are accurately updated and are up-to-date at all times.
•Ensure prompt resolution of enquiries and queries received from scanning companies, correspondent banks and other business areas/units relating to prime customers.
•Provide constant feedback to Team leader, LDD on all operational matters of the section to relating to the prime customers' transactions.
•Ensure compliance to recommendations made in Routine Control Officers' reports.
•Highlight irregular practices and take corrective action.
•Ensure appropriate system access controls / profiles are in place for assigned responsibilities
•Ensure the correct and timely handling of all assigned responsibilities. Feedback must be provided within laid down SLA and/or communicated deadline.
•Liaise closely with correspondent banks to ensure acceptable international banking operations and prevent processing delays as it relates to LC & BFC.
•Any other function as assigned from time to time.
•Implements tactical initiatives to reduce cost to ensure that budgets for the Payments function are met
•Ensures that throughput is maximised throughout the payments function by implementing principles of Lean manufacturing and Six Sigma
•Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies
•Support the head of unit to develop and deploy operational strategy to integrate, improved and innovate through uniformity of processes and optimal utilization of technology platforms to improve service, turnaround times and improved customer satisfaction.
•Provide efficient and effective service by ensuring that customer queries are
.Manage effectively and utilize customer feedback to enhance our offering.
•Understanding industry trends relating to telephone banking and query handling capabilities
•Improving performance by raising efficiency through technology opportunities available.
•Compliance with processes and procedures in place within the region and align with benchmark Risk Management practices and the International Business Center broader risk policies and procedures
•Ability to identify, accurately access and appropriately act on all aspects of risk associated with their specialist area, division and interdependent projects/ areas (including their client base, products, systems and services).
Self Development;
•Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications
Required Competencies:
KNOWLEDGE:
•An extensive knowledge and understanding of the various systems used within Trade.
•Understanding of role and the interface between frontline service, sales and support functions.
•Comprehensive understanding of banking transaction processes relevant to products and services offered to customers.
•Practical knowledge of how to input access and utilize information to analyze forecast trends.
•Knowledge of the applicable legislation/policies.
•Understanding of the Bank's systems, processes and procedures.
•Understanding the basics of team dynamics and participation in developing and maintaining a team culture.
•Broad understanding of international business operations.
•Broad understanding of problem resolution in respect of role
•Knowledge in UCP, URDG, URR, ISP and any other guidelines affecting Trade High customer service experience, ethic and responsibility
•Strong written, verbal communication skills and product/client presentation skills
•Good knowledge of Microsoft Office – (Word)
•SWIFT operations
TECHINICAL COMPETENCE:
•Risk identification and assessment skills
•People management skills
PERSONAL COMPETENCE:
•Good planning and query resolution skills
•Communicate effectively at all levels, take initiative, excellent listening skills
•Strong Customer Focus and continuous interface
•Strong interdepartmental skills, high customer service ethic and responsibility
•Technology Competent
•Analytical
•Team Player
•Decisive
•Planning and Organisational Skills
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