Officer, Trade Operations.FTC- Exports.Operations Group

Role Overview

Officer, Trade Operations, FTC-Exports, Operations Group at Mashreq.

Role Purpose

Process trade finance transactions, manage front-office counter operations, and ensure compliance with bank policies while delivering high-quality customer service in the exports segment.

Key Responsibilities

Transaction Processing & Documentation

• Process transactions in the area of Trade Finance for various business segments.
• Perform accurate data entry of documents submitted by customers to produce the final product.
• Perform transaction processing as per the ADM assigned.
• Scan, index, and upload documents into the system/EDMS within agreed timelines.
• Maintain proper tracking records for dispatched and received documents and customer acknowledgements.
• Ensure timely collection, verification, and handover of trade-related documents at the counter.

Front-Office & Counter Operations

• Manage front-office trade operations and customer interaction at trade counter.
• Manage trade counter queries, document collection, dispatch, and operational support efficiently.
• Ensure high standards of customer service, operational efficiency, and accuracy while managing FTC counter and document processing activities.
• Provide operational support during high volumes, staff shortages, or urgent business requirements.

Policy & Procedure Compliance

• Ensure all procedures developed comply with Bank Policy and Guidelines.
• Adhere to strict compliance with Bank procedures.
• Ensure that SOP, OPM, ADM and other relevant internal documents are taken up for necessary reviews and amendments whenever there is process enhancement or system changes.

Customer Service & Issue Resolution

• Review customer complaints and take immediate action to satisfy them.
• Take corrective and preventive action based on customer complaints.
• Immediately escalate any error, customer complaints, service defect, or issues raised by counter party to the manager.
• Manage customers' expectations.

Team Collaboration & Performance

• Participate in Team Huddles and demonstrate teamwork to provide solutions to any issues.
• Share responsibility with seniors.
• Recommend trainings and workshops to plug knowledge gaps and embed ownership of resolution at grass-root level for effective results.
• Ensure MBO achieved on time.
• Complete ad-hoc tasks given by the Team Head.

Qualifications & Experience

• Bachelor's Degree.
• Hands-on experience in handling Trade Desk or FTC Counter operations and customer support.

Skills & Competencies

• Strong communication skills and interpersonal skills.
• Attentive to details with strong analytical skills.
• Proficiency in MS Office (Word and Excel).
• Able to work under pressure.
• Excellent organizational skills.
• Good team player.
• Ability to generate and implement innovative ideas.
• Ability to manage in a very competitive environment where customers are extremely demanding.

Additional Information

• Operates in a very competitive environment where customers are extremely demanding and quality of service is the only differentiator in the market.
• Significant interaction with customers and internal business units (CIBG, FI, RBG).