Teller Service Manager

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 (traveler s cheques, cashier s orders, currency exchange, merchant services, and safe boxes) as well as for 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
• Resolve investigations and inquiries initiated by customer inquiry to the specified standard
• General Reconciliation and Compliance Activities (may be individually assigned) which may typically include:
  • Dual control of Cash functions
  • Control of Security stationary
  • Review of processing entries and vouchers
  • Follow-up with customers for returned deliverables as applicable (e.g. 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
• 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
• He/She is aware of bank s Mis-selling & Sales Policies and ensure adherence all the times.
• Mandatory reporting of KRIs and Teller productivity
• Achieve good SQ audit ratings on ATM & Tellers
• Ensure a proper control of Keys, combination settings and passwords that protect cash & valuables.
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, Know Your Customer 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 to the supervising officer
• Premises management in areas of merchandising, housekeeping as well as store management as an employee, you are responsible for working with the Bank to ensure a safe and healthy workplace 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.
  • Your employees 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 department / business.
• Liaising with the external vendors and ensure Archival and Retrieval is carried out in a manner as stated in the policy document without exception.
• Provide inputs to National Archival Manager on regular basis on status of Archival for each department / business.
• Maintain MIS with regard to documents archived with due acknowledgement from the vendor for each of the file.
• Perform regular KCS checks
• Ensure that the vendors meet the TAT at all times with regard to retrieval.

Our Ideal Candidate

• Graduate/ Post Graduate
• 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 :
store managementbanking operationsinternal controlcode of conductauditingservice qualitycross sellingmerchant servicescurrency exchangeairlinesservice deliverybankingaccountsstatements of work sow