Assistant General Manager - Trade Finance - Operations - Global Service Centre

About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally. With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future. We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology - and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer's door.

About DP World Global Service Centre
DP World's Global Service Centre (GSCs) are key enablers of growth delivering standardization, process excellence and expertise, and automation in areas of Finance, Freight Forwarding, Marine Services, Engineering and Human Resources, helping accelerate DP World's growth and business transformation. As we experience exponential growth, there has never been a more exciting time to join us. Discover your next role here and change what's possible for everyone! As an equal employer that recognizes and values diversity and an inclusive culture, we empower and up-skill our people with opportunities to perform at their best. Join us and be part of an amazing team that is transforming the future of world trade.

Designation: Assistant General Manager - Trade Finance - Operations - Global Service Centre
Base Location: Ghansoli, Navi Mumbai

Reporting to: Head of Operations, Trade Finance Operations

Job Purpose :

This role in DP World Trade Finance drives endtoend operational excellence and ensures seamless client service across the trade finance lifecycle.
The role strengthens client relationships, mitigates regulatory and operational risks, and leads continuous improvement for scalable, efficient processes.
It partners crossfunctionally with Sales, Compliance, Credit, and Technology to support business growth and deliver integrated, highquality trade finance solutions.

JOB ACCOUNTABILITIES

1. Operational Leadership & Governance:
o Own the end-to-end operational performance for all trade finance products, setting and enforcing the strategic direction for quality, efficiency, and risk management.
o Define and govern the operational risk control framework, ensuring it effectively mitigates regulatory, credit, and operational risks and maintains a robust, audit-ready environment.
o Hold ultimate accountability for core operational activities including timely and compliant onboarding of Clients and Financial Institutions, overseeing the KYC process and processing of transactions (disbursement and settlements) within defined timelines.
o Champion a culture of continuous improvement by initiating and sponsoring projects that optimize workflows, enhance scalability, and elevate client experience.

2. Strategic Stakeholder & Client Management:
o Serve as the primary operational point of escalation for key clients, managing complex issues and strategic relationships to ensure exceptional service delivery and client retention.
o Lead cross-functional initiatives with Sales, Compliance, Credit, and Technology to architect innovative solutions, drive business growth, and align operational strategy with business objectives.
o Govern the communication strategy for process and policy changes, ensuring clear and effective messaging to both internal teams and external clients.
o Institutionalize a mechanism for capturing client feedback and drive its integration into strategic planning and product development cycles.

3. Team Leadership & Development
o Lead, mentor, and develop the operations team, fostering a high-performance culture focused on accountability, professional growth, and excellence.
o Set performance objectives for the team, monitor KPIs and SLAs, and hold direct reports accountable for outcomes.
o Own the talent development strategy for the operations function, including training curricula, succession planning, and skills advancement.

4. Process Excellence & Innovation
o Review and approve Standard Operating Procedures (SOPs) and policies, ensuring documents are optimized for efficiency,
control, and client-centricity.
o Analyse risk and incident data to identify systemic issues and sponsor strategic corrective actions to prevent future
occurrences.
o Partner with Product and Technology teams to define business requirements for new systems and products, representing
the operational voice to ensure scalability and usability.

5. Strategic Execution & Delivery
o Review the launch of new products and system enhancements, ensuring all operational risks have been mitigated and the team is prepared to support.
o Advise on the operational budget and resource allocation, ensuring the function is equipped to meet current and future business demands.
o Represent the operations function in various forums, contributing strategic insights and reporting on performance.

6. Act as an ambassador for DP World always when working promoting and demonstrating positive behaviours in harmony with DP World's Principles, values and culture ensuring the highest level of safety is applied in all activities understanding and following DP World's Code of Conduct and Ethics policies.

7. Perform other related duties as assigned

KEY DELIVERABLES:

1. Operational Performance & Efficiency (Trade Finance Focus)

o On-Time & Accurate Processing: Consistently achieve a 100% on-time rate for all client onboarding and complex transaction processing (including Factoring, Forfeiting, and Supply Chain Finance) within agreed internal and external Service Level Agreements (SLAs).
o Document Scrutiny & Compliance: Ensure the team maintains flawless execution in scrutinizing trade documents, strictly adhering to Incoterms, ICC guidelines, and specific product requirements to mitigate risk and prevent discrepancies.
o Operational Efficiency: Deliver measurable improvements in operational efficiency through continuous process optimization,
resulting in enhanced productivity, reduced turnaround time (TAT), and increased capacity.
o Data Integrity: Guarantee 100% data integrity and accessibility for all critical operational documentation, including contracts, security files, and comprehensive MIS reports.

2. Stakeholder & Client Satisfaction
o Client Satisfaction: Achieve and maintain a superior client satisfaction score for operational service delivery, with a target of zero recurring critical complaints.
o Operational Escalation Management: Act as the primary point of contact for resolving operational escalations and complex client queries, providing timely, effective, and solution-oriented responses.
o Proactive Communication: Build trust and demonstrate reliability by proactively communicating with clients regarding transaction statuses, process changes, documentation requirements, and potential issues.
o Strategic Account Reviews: Deliver quarterly operational reviews for key accounts, providing strategic insights, educating
clients on best practices, and demonstrating value-added support to strengthen partnerships.
o Sales Enablement: Secure formal feedback from internal stakeholders (Sales, Credit) confirming that operations acts as a strategic enabler, successfully supporting 100% of new and complex deal structures during pitches and onboarding.

3. Risk Control and Compliance
o Audit Excellence: Achieve a Satisfactory or No Issues rating in all internal and external audits (including any regulatory
bodies like RBI), with zero repeat findings from previous audits.
o Incident Management and RCA: Eliminate recurring issues by ensuring 100% of significant errors are supported by a
documented Root Cause Analysis (RCA) and implemented corrective action plan within five business days.
o Regulatory Adherence: Maintain a strong compliance posture by ensuring all operations are in accordance with stipulated
regulatory guidelines and internal policies.

4. Team Leadership & Development
o High-Performance Culture: Foster a culture of accuracy and efficiency by aligning the team with clear objectives,
conducting quarterly performance feedback, and maintaining a team retention rate above 95%.
o Succession & Continuity: Ensure business continuity by mentoring team members and certifying at least one successor
ready to assume key operational responsibilities.

5. Process Innovation & Strategic Contribution
o Automation & Project Delivery: Champion technology solutions to increase process automation. Lead and deliver
significant process improvement projects annually that result in measurable benefits (cost savings, error reduction, or
capacity increase).
o New Product Integration: Successfully launch and integrate new trade finance products or system enhancements with zero
critical post-launch issues.

QUALIFICATIONS, EXPERIENCE AND SKILLS

Experience
o Industry Experience: 12+ years of experience in Trade Finance or Corporate/Commercial Banking operations.

o Product Expertise: Must have in-depth, hands-on experience handling structured trade finance products like Factoring,
Forfaiting, Buyer's Credit / Supplier's Credit and Supply Chain Finance
o Team Management: Minimum of 5+ years of experience in team management, leading teams of 10-15 members in atrade finance operations or banking back-office environment.
o Regulatory & Audit Exposure: Proven experience in handling queries from regulators (e.g., RBI) and auditors and
responding in accordance with stipulated guidelines.
o Experience with Non-Bank Financial Institutions (NBFCs) or Trade Finance Funds is considered an added advantage.

Skills
o Team Leadership and Performance Management- Proven ability to mentor, train, and develop team members, conduct
performance reviews, and foster a high-performance culture focused on accuracy and efficiency.
o KPI and SLA Driven Approach (Time Management)- Strong track record of managing operations against defined Key
Performance Indicators (KPIs) such as productivity, accuracy, and turnaround time (TAT)
o Proactive and Agile- Must hold the ability to run the operations independently with minimal supervision. This includes
daily workflow management, resource allocation, issue escalation, and ensuring business continuity. Anticipates
challenges and opportunities, acting in advance rather than reacting. Adapts quickly to change.
o Meticulous Attention to Detail: Balances strategic thinking with a necessary focus on the details that mitigate risk.
o Solution oriented approach towards the open issues and concerns.

Qualification
o Master's degree in business administration, Marketing, Accounts or Finance and Banking or equivalent from a reputable
college/University.
o Certifications in International Trade Finance, Foreign Currency payments, Supply chain finance is an additional
advantage

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.