Manager, Branch Operations

Job Description

About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role Responsibilities

• Approve daily transactions for selected products as applicable (e.g. traveller s cheques, cashier s orders, currency exchange, merchant services, safe boxes) as well as transactions exceeding specified teller limits
• Manage Service Delivery observe queue time and length; take action as needed to capacities 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 turnaround time
• 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
• 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 (e.g. chequebooks/ 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
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• He/she is aware of bank s Mis-selling & Sales Policies and ensure adherence all the times.
• 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.

• Ownership of the Archival portfolio for the branch. Liaising with the external vendors and ensuring archival and retrieval is carried out in a manner as stated in the policy document without exception.
• Maintain MIS with regard to documents archived with due acknowledgement from the vendor for each of the file.

QUALIFICATIONS:

• Graduate/ Postgraduate
• At least 3-4 years of overall experience
• Banking operations knowledge
• Leadership skills
• Strong Communication Skills
• Customer and Service Orientation

Apply now to join the Bank for those with big career ambitions.To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
code of conductnet promoter scorecross sellingservice qualitycustomer serviceservice deliveryinternal controlmerchant servicescurrency exchangealternate channelsemployee engagementstatements of work sow