Head - Trade Fulfillment & Framework
# Head - Trade Fulfillment & Framework **Standard Chartered Bank** · Kuala Lumpur · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role Requisition Number: 62721 Job Location: Bukit Jalil KL, MYS Global Grade: Band 5 Work Type: Office Working Employment Type: Permanent Posting Start Date: 23/09/2026 Posting End Date: 23/10/2026 : Job Summary This position is responsible for overseeing the quality and effectiveness of Trade Client Services, ensuring that all processes are streamlined and aligned with industry standards. The role involves developing, implementing, and maintaining frameworks and platforms that support operational excellence and continuous improvement. Additionally, it includes leading quality assurance initiatives, collaborating with cross-functional teams to identify areas for enhancement, and providing strategic guidance to ensure compliance and customer satisfaction. The Head Trade Service Quality and Framework play a key role in driving innovation and fostering a culture of high performance across the organization which includes, driving automation, AI adoption, workflow modernisation, service quality governance, achieving KPIs and meeting audit and compliance requirements across Trade Client Service. The role ensures service delivery excellence through digitisation, risk discipline, data-led insights, and continuous client experience improvement. Key Responsibilities Business • Define and embed service quality standards, frameworks, scorecards and governance across markets and client segments. • Own and deliver the Service Quality Framework, ensuring alignment with Group priorities on client experience, digitisation, and operational resilience. • Lead and oversee Group Trade Client Services initiatives, ensuring alignment with strategic objectives and delivery of consistent, high quality outcomes across markets. • Drive AI-led service transformation to improve client experience and lead Workflow & Platform Modernisation (Voice and Non voice) • Partner closely with the Technology teams to design, develop and enhance Trade specific workflows and functional modules to improve client experience • Engage and collaborate with key stakeholders, including Product Owners, Project Managers, development teams and downstream operations, to drive effective solution delivery. • Drive performance transparency and client experience enhancement through CSAT and NPS framework, leading service recovery actions to address client issues and improve customer experience outcomes. • Provide leadership oversight for complaints audits, material control testing and Board-level reviews on complaint handling and, identify systemic themes and insights, and present findings and recommendations in relevant governance and management forums. • Own revisions to GDOI, CS process notes, and Service Recovery frameworks. • Partner with Compliance to refresh Complaint Handling Standards and DOI frameworks. • Lead RCSA reviews, optimising control effectiveness while removing unnecessary complexity. • Contribute to wider Group Trade Client Services initiatives, supporting continuous improvement, standardisation and service excellence agendas. Processes • Monitor Key Metrics Service Performance Scorecard around proactive query reduction, service quality increase and digitization index increase and initiate actions, stakeholders and Product Operations & Processing Operations as required. • Support COO Trade and RCOOs for collaboration with Technology on futuristic digital opportunities, pre-empt disruptive forces and commercialise innovative use of technologies People & Talent • Lead by example, develop and embed a high-performance culture with specific focus on QA, complaints handling and risk management • Foster a culture of collaboration and a mindset of change and growth Governance • Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas. Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role Regulatory & Business Conduct • Display exemplary conduct and live by the Group’s Values and Code of Conduct. • Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Key stakeholders • COO Trade • RCOO Trade • Cash and Trade Client Services • Trade Operations • DCS Product Owners • Country and Group Risk • Trade and Cash Technology Skills and Experience • Planning: Tactical, Strategic • Effective Communication • Relationship Management • Planning: Tactical, Strategic Qualifications • Bachelor’s degree in finance or a related field. Master’s degree or professional certifications such as CDCS, CTEP, CITFS is an added advantage. • Minimum of 5 years’ experience in Trade Finance with excellent trade product knowledge. • Minimum of 10 years’ experience in Client Service with excellent understanding of service quality principles • Proficiency in English (written and oral). Proficient in Chinese and/or Cantonese is a plus. • Proficient in MS Office (esp Powerpoint). Proficient in Power BI is an asset. • Proven experience in developing and implementing quality assurance strategies. • Phenomenal communication, presentation, and public speaking skills. Able to collaborate with stakeholders including RCOOs, Product leads and other business partners. • Strong presentation, facilitation, and communication skills with the ability to engage and inspire trade client service team to achieve high-quality performance standards. • Analytical mindset with strong problem-solving abilities. • Self-motivator, able to manage multiple tasks and work under pressure. About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we: Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term What we offer In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing. Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations. Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum. Flexible working options based around home and office locations, with flexible working patterns. Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning. Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
Наблюдалась 2026-09-23, впервые 2026-09-23, источник — Indeed.