Branch Manager

This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Job Summary

Sales and Service Objectives

Maximize sales performance to achieve given revenue targets of the branch and zone through liability products [Current / Savings / Term deposits], wealth management products and asset related products (secured, unsecured)

Ensure effective Relationship Management by monitoring the movement of the top customers of the branch, devise and implement a customer acquisition and retention programme. Improve product per customer holding.

Device strategies to counter competition and maximize market share in the Catchment area of the branch, by below the line activities and promotions.

Provide support for new product launches, and champion new sales initiatives.

Collaborate with Segment to facilitate up- streaming of customers.

Ensure employees are adequately trained on all products / processes and services facilitating first time resolution. Minimize rejections and customer complaints.

Monitor customer satisfaction survey ratings, net promoter score or any other survey / feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better quality service.

Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking.

Ensure PFM, teller and service managers' productivity are at optimum levels.

The Candidate is aware of bank's Mis-selling & Sales Policies and ensure adherence all the time.

Operations and Compliance

Ensure satisfactory ratings in all internal / external audits conducted at the branch.

Ensure compliance to all Operations health documents like KCD / KRI / OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated

Ensure timely and accurate submission of all returns both internal and statutory for sales and service.

Ensure accurate and timely processing of all customer instructions as per applicable processes / circulars.

Key Responsibilities

Revenue and Cost Management

Lead revenue generation and profitable growth by focusing on :

Improved deposit mix comprising Current and Savings accounts.

Waiver Tracking and Management

Non-funds-based income.

Ensure costs are managed within budgets.

Change Management

Implement change initiatives in the areas of branch space rationalization / optimization, transaction migration, systems implementation, process Re-engineering and premises reconfiguration.

People Management

Drive and embed a strong performance culture through inspiring, motivating and rigorous performance management discipline. Develop and build talents within branch through optimal resourcing, capacity planning, succession planning and engagements.

Achieve high employee engagement and satisfaction. Retain talent, check attrition.

Identify and address training and development needs of staff on an on-going basis.

Ensure that the Branch is operating at the approved headcount for Priority Banking and Preferred Banking Relationship Managers

Segment Ownership

Implement all segment / product initiatives in the catchment (PRB / NR / SME / Mortgages)

Jointly own the delivery of segment / product (PRB / NR / SME / Mortgages) objectives with the segment

Others

Ensure The candidate is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC / CDD / EDD and Money laundering prevention and ensure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines

Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

Responsible for health and safety for all. As part of the Health and Safety guidelines you should :

• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner;

Report all accidents and incidents and bring to the attention of the management any hazard in the workplace

As a manager you are also responsible for the health and safety aspects within your area of control. You need to ensure that :

Your employees are adequately trained and supervised to perform their tasks in a safe manner and are free to raise any Health and safety issues and these issues are addressed appropriately.

The contractors working in your area or for you are working in a safe & healthy manner.

Regulatory & Business Conduct

Display exemplary conduct and live by the Group's Values and Code of Conduct.

Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

Lead to achieve the outcomes set out in the Bank's Conduct Principles : [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]

Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Serve as a Director of the Board

Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)

Skills and Experience

Anti-money Laundering Policies and Procedures

Addressing Customer Needs

Customer Experience Management

Customer Retention

Investments

Effective Communications

Qualifications

Graduate / Post Graduate

At least 7-8 years of overall experience with sound banking knowledge- all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.

Leadership skills, communication skills, relationship building skills, competitive awareness & benchmarking

Customer Orientation and Business Focus

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we : Do the right thing

and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

Never settle,

continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

Are better together,

we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter,

we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance,

with flexible and voluntary benefits available in some locations.

Time-off

including annual leave, parental / maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.

Flexible working

options based around home and office locations, with flexible working patterns.

Proactive wellbeing support

through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits

A continuous learning culture

to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.

Being part of an inclusive and values driven organisation,

one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.