Trade Service Specialist- Surat

: PURPOSE OF THE ROLE

The Role is accountable for managing customer-facing operations in Trade Finance and General Banking Operations (GBO), ensuring

seamless service delivery across all branch-based corporate and institutional transactions. This role oversees the execution of import,

export, remittance, guarantees, letters of credit, account opening, cash management services, and other branch-led corporate service

activities, while maintaining strict adherence to RBI, FEMA, UCPDC, ICC, and internal compliance policies.

Positioned at the intersection of operations and relationship management, it demands strong customer engagement skills, operational

expertise, and the ability to resolve service issues promptly to safeguard client trust. The role drives both service excellence and regulatory

compliance. Its strategic importance lies in mitigating operational risks, enhancing client satisfaction, and strengthening the banks

reputation as a trusted partner in corporate and trade banking.

The role demands strong governance, problem-solving orientation, and a balanced focus on service excellence and compliance. By aligning

customer needs with operational efficiency, the Trade Service Specialist plays a pivotal role in sustaining trust, building customer loyalty,

and supporting business growth.

: KEY RESPONSIBILITIES & KPIS OF THE ROLE

These responsibilities are representative, and the role holder is also responsible for any other job

assigned by the superior authorities from time to time. This section in not intended to be an exhaustive

listing of all activities done by the role holder. It should capture only the key responsibilities of the role. Metrics that are used to evaluate the success / performance of the role; specific targets do not need to be included as those would change from Y-o-Y.

Responsibilities KPIs

Strategy and

Planning

• Provide inputs into new processes and build necessary checks and controls in front end Operations for the handled products thereby ensuring that Operational targets are met without compromising on any compliances and controls.

• Establishes high standards of performance for his/her team and drives them to deliver within defined timelines with zero tolerance towards errors.

• Seamless service delivery to end customers and maintain good working relationships with Business Partners, operate in an open and transparent way and take full ownership and accountability for supporting their business.

• Transaction closure TAT as per system report • Adherence to First Time Right process approach

• Nil operational risk observations,

Policies, Processes & Procedures • Governs implementation of risk-related policies and processes (operational, regulatory, financial, informational, reputational and audit risks) for the department, ensuring that that these meet regulatory and internal control requirements.

• Reviews implementation of the internal control systems in line with relevant operating procedures and regulatory requirements and takes corrective action based on audit findings. improvement in internal or external compliance and audit scores

• Audit and Reconcillation report outcome.

• New initiative taken for cost reduction

• No. of automation

• projects completed as per agreed timelines

• Nil or Minimal negative feedback towards

• Escalations of complaints from Stakeholders.

Core

Responsibilities

• Manage end-to-end customer-facing operations across Trade Finance and General Banking Operations (GBO) including import, export, remittances, guarantees, letters of credit, account opening, cash management services, and clearing activities.

• Ensure seamless execution of all branch-led corporate and institutional transactions while maintaining service quality and meeting defined SLAs.

• Ensure strict adherence to RBI, FEMA, UCPDC, ICC, AML/KYC norms, and internal compliance policies.

• Maintain a zero-tolerance approach toward regulatory lapses by implementing strong control measures and timely corrective actions

. • Always ensure audit readiness and closure of regulatory and internal audit observations within stipulated timelines.

• Oversee error-free processing of high-value transactions with strong checks and controls to minimize operational risks.

• Implement process improvement, standardization, and automation initiatives to drive accuracy, reduce manual interventions, and optimize costs. • Proactively identify potential operational risks, escalate them timely, and design mitigation strategies

. • Resolve escalated customer issues with speed and accuracy while ensuring consistent communication.

• Maintain high service quality standards and ensure continuous improvement through customer feedback analysis.

• Strengthen client trust and loyalty by ensuring transparency, responsiveness, and service excellence.

People

Management

• Develops mutually benefitting partnerships with internal/ external stakeholders by establishing trusting relationships, treating all individuals fairly and with respet

• Identifies sources of errors or aspects impacting quality of work/service delivery and determines a course of action to prevent their recurrence

• Displays responsibility for problems, initiatives and tasks that lie within the domain of own role

• Responds to stated requirements of internal/ external stakeholders by keeping a solution oriented mindset.