Branch Operations Manager

Job Summary

• Manage Service Delivery – observe queue time and length; take action as needed to capacitize serving counters and / or managing customer traffic. Ensure that branch premises are maintained to the specified standard. Manage or recommend workflow changes for greater efficiency, improve turn around time
• Monitor customer satisfaction survey ratings, net promoter score or any other survey / feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
• General Reconciliation and Compliance Activities (may be individually assigned) which may typically include :
• Dual control of Cash functions
• Control of Security stationary, deliverables
• Review of processing entries and vouchers
• Follow-up with customers for returned deliverables as applicable (eg. cheque-books / cards / Pins / Combi packs, etc)
• Review of reconciliation proofs for daily control as well as surprise audit proofing
• Preparation of service quality and productivity management reports and other regulatory returns
• Rectification of internal control issues
• 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. Mandatory reporting of KRIs and teller productivity
• Ensure timely and accurate submission of all returns both internal and statutory for sales and service
• Ensure a proper control of Keys, combination settings and passwords that protect cash & valuables.
• Ensure accurate and timely processing of all customer instructions as per applicable processes / circulars
• Ensure he / she 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. He / she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported as per guidelines
• Staff Supervision, Coaching and Training : daily organization of workflow / breaks and staff levels and coaching / training where necessary for improved performance
• Sales Referrals : where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
• Achieve high employee engagement and satisfaction. Ensure optimum teller productivity
• Contribute to branch performance through referrals, efficient customer service, effective operations controls

Key Responsibilities

Skills And Experience

Qualifications

Role Specific Technical Competencies

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

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.

Skills Required

Communication Skills, Team Management, Banking Knowledge, Market Knowledge, Product Knowledge