Senior Executive, Trade Operations

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading financial institution in Kuala Lumpur is looking for a Trade Operations Manager to oversee daily operations, manage service quality, and ensure regulatory compliance. The ideal candidate should have at least five years of experience in trade operations, possess strong leadership skills, and demonstrate a customer-centric approach to service. This role involves strategic planning, team supervision, and maintaining high service standards to support the bank's objectives.

Qualifications

• Minimum 5 years’ experience in trade operations.
• In-depth knowledge of ICC rules and trade regulations.
• Strong understanding of Operations Management.

Responsibilities

• Oversee day-to-day operations in Trade Operations.
• Manage service quality and handle complaints effectively.
• Ensure compliance with internal and external regulations.

Skills

Interpersonal skills

Customer service culture

Adaptability

Planning and organization

Leadership ability

Education

Banking Diploma or University degree in relevant discipline

Job description

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.

Responsibilities

• Implementing and executing bank’s new enhancement
• For centralization of Trade Windows process – planning, developing and revising the process flow
• Supporting other department processing of exceptional handling
• Project management and User Acceptance Testing (UAT)
• 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.
• 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
• Trade Operations Management
• 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.
• 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
• To maintain an environment which promotes success, harmoniously, teamwork and professional growth
• To assist in selecting, hiring, maintaining and 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.
• To ensure there are no discrepancies, exceptions and non-compliance when authorizing transactions
• To ensure all staff completed the eLearning
• 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.

Skills

• Mature, meticulous and possess a high level of discretion and integrity.
• Good interpersonal skills & strong customer service culture.
• Resourceful and adaptable – with ability to work in changing environment.
• Initiative, drive, enthusiasm with strong operations and product skills.
• Excellent planning and organization skills to meet objectives and deadlines.

Leadership ability (to inspire, motivate and lead a team), entrepreneurial attitude and a good team player.

Knowledge

• In depth knowledge of ICC rules governing International Trade.
• In depth knowledge of Trade regulations, business/products and operations.
• Knowledge of market trends and current developments related to Trade Finance.
• Good working knowledge of Operations Management including processing, workflows, Quality relationships.
• Banking Diploma or A university degree (in relevant discipline) or its equivalent.
• including AML fundamentals.

Experience

• At least 5 years’ experience in all aspects of trade operations covering the areas of imports, exports, guarantees, financing and collections.