Unit Manager, Trade Operations

Key ResponsibilitiesThe Unit Manager, Trade Operations, plays a pivotal role in steering the strategic direction of the trade operations team while fostering an exceptional client experience characterised by a human touch at every business step. The successful candidate will exhibit outstanding leadership qualities that embody the bank’s vision and strategic priorities.Strategy: Demonstrate alignment with the group's strategic objectives, ensuring all actions and decisions contribute toward achieving overarching business goals.Adopt a customer-centric approach by valuing meaningful interactions and understanding client needs across all phases of trade operations.Business: Develop and nurture strong, collaborative relationships with both key clients and internal stakeholders to guarantee prompt satisfaction of business requests and concerns.Maintain acute awareness of business targets and enforce strict adherence to organisational compliance standards.Provide dedicated service excellence to Priority clients, ensuring delivery against service level agreements and fostering client loyalty.Take ownership of client business transactions, overseeing end-to-end processing and facilitating consistency and quality control at each stage.Processes: Receive and manage client queries, complaints, and compliments across multiple communication channels, including voice calls, emails, online platforms, and internal communications.Log, track, and resolve all client-related issues with accountability for timely escalation when necessary.Maintain transparent communication with clients and stakeholders regarding query status and resolutions.Ensure prompt resolution of issues, promoting seamless transactional flow and experience.Encourage and educate clients to utilise self-service tools effectively, such as advices, Smart2Bank (S2B), and Track-It platforms.Provide one-time, comprehensive solutions aimed at reducing recurring client queries.Consistently meet and surpass key performance indicators related to first call resolution, rapid issue resolution ("Quick Kills"), query reduction programmes, and quality assurance on communications.Adhere strictly to guidelines for handling incident-related queries to mitigate risk and ensure compliance.Additional Role InsightsThis Unit Manager position is based in Dubai, United Arab Emirates, and requires presence in the office full-time. The successful candidate will act as a key influencer within the Trade Operations domain, collaborating extensively with cross-functional teams and stakeholders across the organisation.The role demands meticulous attention to detail, excellent problem-solving skills, and a passion for operational excellence. Candidates will be expected to uphold the highest standards of governance and regulatory compliance, ensuring all trade processes are conducted with due diligence and accuracy.The role offers the opportunity to engage directly with Priority clients, delivering tailored solutions and ensuring their trade transactions flow smoothly with minimal disruption. Additionally, the individual will champion initiatives to improve client self-service capabilities and streamline communication channels.Continuous improvement is at the core of this position, ranging from process optimisation to enhancing the quality of client interactions. Successful candidates will embrace a culture of innovation, simplicity, and continuous learning aligned with the company’s values.QualificationsMinimum of 12 years' progressive experience in Trade Services or Trade Operations roles, demonstrating comprehensive expertise in advanced trade product knowledge.An undergraduate degree from a recognised institution is essential.In-depth understanding of International Chamber of Commerce (ICC) rules, local regulatory frameworks, legal considerations, and operational risk management.At least 8 years' hands-on experience managing trade products, including but not limited to Collections, Letters of Credit, Guarantees or Standby Letters of Credit (SBLC), Open Account Financing, Receivables Purchases (Factoring), and Islamic Trade Finance.Professional certifications such as Certified Documentary Credit Specialist (CDCS) or Certified Specialist in Demand Guarantees (CSDG) are advantageous and will be highly regarded.Skills and ExperienceTrade Knowledge: Strong grasp of trade finance products, procedures, and associated risks, enabling effective oversight and client advisory.Client Service: Proven ability to deliver exemplary service, manage client expectations, and resolve complex queries efficiently.General Banking: Broad understanding of banking operations and principles, supporting harmonious integration of trade services with broader banking activities.Email Communication Skills: Proficient in professional written communication, crafting clear and concise correspondence to clients and internal teams.Technology Proficiency: Competency in computer operations and Microsoft Office applications