Senior Executive, Trade Operations - Contract

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Alliance Bank Malaysia Berhad is seeking a Trade Operations Manager in Kuala Lumpur to uphold service quality across Trade Operations and related processes. The role emphasizes resolving complaints, maintaining profitable customer relationships, and supporting the Group Head in achieving service standards.

The candidate will oversee daily operations, ensure regulatory compliance, monitor remittance activity, and drive risk and control practices while leading a capable team and coordinating with

Qualifications

• Experience in trade operations management and delivering service quality.
• Good understanding of trade regulations and AML fundamentals.
• Awareness of ICC rules governing international trade.

Responsibilities

• Manage service quality in Trade Operations and address incidents.
• Resolve complaints and escalate serious cases to authorities.
• Maintain long-term client relationships and support Group Head in service levels.
• Oversee day-to-day operations, regulatory compliance, and remittance monitoring.
• Lead People Management including staff development and performance reviews.
• Ensure risk and regulatory controls are followed and audit records maintained.
• Support bank initiatives and staff training aligned with goals.

Skills

Discretion & integrity

Interpersonal skills

Teamwork & collaboration

Initiative & drive

Planning & organization

Education

Banking diploma or relevant degree

Job description

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

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.

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.

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 including AML fundamentals.
• 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.

Experience

At least 3 years’ experience in all aspects of trade operations covering the areas of imports, exports, guarantees, financing and collections