Senior Officer, Trade Operations.FTC- Lodgement.Operations Group

Role Overview

Senior Officer, Trade Operations. FTC- Lodgement. Operations Group at Mashreq.

Role Purpose

Process and manage trade finance transactions across multiple business segments, ensuring accurate data entry, timely document lodgement, and full compliance with bank policy while delivering excellent customer service and identifying process improvements.

Key Responsibilities

Transaction Processing

• Process transactions in the area of Trade Finance for various business segments.
• Process transactions as per the ADM assigned.
• Accurately enter data from documents submitted by customers to produce the final product.
• Input documents into the system and generate ID.

Document Management

• Handle Trade Operations documents.
• Prepare and track all newly received and lodged documents for BNC LODG.
• Perform scanning and rescanning of all types of documents as per requirements.
• Manage BNC document dispatching.

Compliance & Quality Assurance

• Ensure all developed procedures comply with Bank Policy and Guidelines.
• Ensure SOP/OPM/ADM and other relevant internal documents are reviewed and amended whenever there is process enhancement or system changes.
• Adhere to strict compliance with Bank procedures.
• Ensure errors and knowledge gaps resulting in rejection of documents are shared with line manager and team to address customer service issues.

Customer Service & Issue Resolution

• Review customer complaints and take immediate action to satisfy them.
• Manage customer expectations and contribute innovative ideas.
• 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.

Performance & Development

• Ensure MBO is achieved on time.
• Recommend trainings and workshops to plug knowledge gaps and embed Ownership of resolution at grass-root level for effective results.
• Share responsibility with seniors.

Collaboration & Continuous Improvement

• Complete ad-hoc tasks given by the Team Head.
• Participate in Team Huddles and demonstrate teamwork to provide solutions to any issues.

Qualifications & Experience

• Bachelor's Degree.
• At least 4–6 years of relevant working experience in Trade Operations.
• Multiple product knowledge and relevant experience of 2–3 years.

Skills & Competencies

• Strong communication skills and interpersonal skills.
• Proficiency in MS Office (Word and Excel).
• Attentive to detail.
• Strong analytical skills.
• Able to work under pressure.
• Excellent organizational skills.
• Good team player.
• Experience operating in competitive environments with demanding customers.