Customer Service Manager_R_WBG OPERATIONS (OPS)_0469_0652_1086220

Kotak Mahindra Bank · Banking & Financial Services

Manage end-to-end processing of Trade Finance transactions including:

Letters of Credit (Import/Export)

Bank Guarantees

Documentary Collections

Bills Discounting

Export/Import Remittances

Shipping Guarantees and Trade Loans

Ensure compliance with:

UCP 600

URDG

FEMA Guidelines

RBI Regulations

Internal Bank Policies

Review and authorize trade transactions within delegated authority limits.

Monitor transaction accuracy, TAT adherence, and service quality metrics.

Handle exceptions, escalations, audit observations, and customer complaints.

Coordinate with Relationship Managers, Branches, Compliance, Risk, and Business Teams.

Drive process improvements, automation initiatives, and operational efficiency projects.

Ensure timely closure of reconciliations and resolution of operational breaks.

Support internal and external audits and ensure closure of audit findings.

Monitor team productivity, allocate workload, and ensure business continuity planning.

Team Management

Lead and manage a team of Trade Finance Operations executives.

Conduct performance reviews, coaching, and training programs.

Drive employee engagement and succession planning.

Ensure adherence to operational controls and risk framework.

Desired Candidate Profile

Graduate/Post Graduate (MBA preferred).

8-12 years of banking operations experience with minimum 5 years in Trade Finance Operations.

Strong knowledge of Trade Finance products and regulatory requirements.

Experience in handling teams and stakeholder management.

Knowledge of SWIFT messages and core banking systems.

Strong analytical, problem-solving, and communication skills.

Key Competencies

Trade Finance Expertise

Leadership & People Management

Risk & Compliance Management

Process Improvement

Stakeholder Management

Decision Making

Customer Focus

Operational Excellence