Branch Service Delivery Manager

Job Description

The Role ResponsibilitiesScope of Role Support business in handling client applications and case maintenance work and deliver excellent performance which include case submission in system, onsite witness, document review, data entry, scanning, call back customer, document filing, regulatory reporting and etc to ensure execution accuracy, compliance, completeness in line with bank internal and external requirements as well as to keep high class level of services to our clients//.Key Responsibilities/Challenges /

• Business performance
• Support service management and business in achieving business strategy focus and initiatives
• Support service management and business in driving service performance in term of productivity, execution quality and process risk management in delegated service teams
• Assist LM to resolve any problems or complaints to achieve efficiency and high level of quality standards
• Find service improvement opportunity for better working efficiency and effectiveness

• Operations, Conduct and Risk Control
• Ensure the timeliness, accuracy & completeness in client application handling, operational and compliance control, reporting of regulatory reports, documentation management in good order, exceptions escalation so that no failure in following bank internal rules/group standard, regulatory requirements and delegation at the bank
• Adhere to bank Conduct Plan, and all control and assurance mechanisms to comply with all internal and external standards and policies in executions
• Acknowledge, follow and implement bank job request that working location will be subject to detail arrangement on due with no objection
• Adhere to laws and regulations, internal risk (including FCC risks as anti-money laundry, sanction, anti-bribery & corruption), compliance policies and the Group Code of Conduct; Well manage client complaints & CDD
• Support line manager achieve good MCA rating in branch audit and rectification actions identified from all kinds of CST/Spot Check/onsite inspection being fully followed and completed at branch
• Escalate for any exception detected or observed in daily work to minimize potential negative impact on the bank
• Acknowledge, follow and implement bank sudden leave policy/procedure which is subject to detail arrangement on due with no objection

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3. Client Centric Services in Operations

• Embed client centric mind in daily operation as well as to maintain up best in class front-line service
• Continue to advocate human banker and client centric service mindset in service staff for enriching internal and external customer experience
• Achieve client satisfaction in daily branch services and operations
• Build SCB a great place to work

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4. Self-Development

• Actively participate in various training programs arranged by the bank and keep self-learning on the laid down procedures/manuals and local regulation
• Actively participate in various campaigns related to service team and achieve the target
• Develop multi-product knowledge and job skills to support different segments and sales channels
• Complete new joiner training program if new to the position (new hire or internal transfer) base on bank policy, and pass all required assessment by training timeline

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5. Customer Right Protection

• Fully understand the importance of Consumer Rights Protection, prevent damage to consumers best interest
• Implement regulatory requirements related to Consumer Rights Protection, ensure to complete relevant trainings
• Always embed Consumer Rights Protection mindset when performing daily work

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 [Act responsibly and within your authority, Use good judgment, Speaking Up, Comply with laws, regulations and Group standards, Fight financial crime, Reject bribery and corruption, Ensure fair outcomes for clients, Manage conflicts of interest, Do not engage in or support insider dealing, Protect confidential information, Compete fairly in the market place, Treat colleagues fairly and with respect, Be open and honest with regulators give them your full co-operation, Respect our communities and the environment]
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Other Responsibilities

• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
• Cooperate with any investigations or reviews on regulatory failure such as accountability review

Our Ideal Candidate

• A university degree with 1-2 years of related banking experience prevails
• A team player who shows initiative and assertiveness
• Self-motivator who is keen to upgrade, improve personal knowledge and skills to meet job requirements
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Keyskills :
service deliveryitilproject managementdeliveryslacode of conductdata entryrisk controlmusic makingrisk managementdocument reviewbusiness strategytraining programsinternal controlsservice management