Job Summary
• Managing operation and services in the branch to ensure the delivery of quality service to customers.
• Deepen the existing customer relationships while providing quality on service delivery in an efficient operation where risks are well controlled, and conduct is adhered to.
Key Responsibilities
The Branch Operations & Services Officer is responsible for supporting the effective running of daily branch operations and service delivery, ensuring customer transactions and operational activities are completed accurately, efficiently, and in line with the Bank’s standards, policies, procedures, risk controls, and conduct expectations.
Characteristics of Major Activities are:
• Support the effective running of daily branch operations and services, ensuring activities are completed accurately, efficiently, and in line with Bank standards.
• Act as relief or support for Cash Officer and Client Service Executive Officer duties where required to ensure branch continuity.
• Help the branch achieve service standards by supporting customers, resolving operational issues, and contributing to improved customer experience outcomes.
• Maintain strong operational risk and control discipline over cash handling, security access, control keys, branch documentation, and assigned branch control responsibilities.
• Support productivity and service-quality improvements by identifying process gaps, reducing errors, encouraging practical improvement ideas, and supporting teller referral activities.
• Provide operational guidance to branch colleagues on procedures, controls, and service expectations, escalating complex matters appropriately.
• Uphold conduct, compliance, and regulatory expectations in all branch operations and customer interactions.
Skills and Experience
Must-have Skills
• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, energy and enthusiasm.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
Other Skills
• Manages Ambiguity: Operating effectively even when things are not certain or the way forward is not clear.
• Courage: Stepping up to address difficult issues and saying what needs to be said.
• Instils Trust: Gaining the confidence and trust of others through honesty, integrity and authenticity.
• Nimble Learning: Actively learning from experimentation, success, and failures. Applying lessons learned to new problems.
Motivations
This role is suited to someone who is energised by delivering reliable branch operations, supporting customers and colleagues, and maintaining high standards of service, control, and conduct in a fast-paced branch environment.
The role holder is likely to be motivated by:
• Energised by keeping branch operations running smoothly, accurately, and efficiently.
• Motivated by delivering quality customer service while maintaining strong risk and control standards.
• Enjoys solving operational problems, improving processes, and preventing repeat issues.
• Takes pride in being a trusted support for colleagues, customers, and critical branch activities.
• Values teamwork, accountability, integrity, and continuous improvement in a branch environment.
Qualifications
• Key Experiences: Work experience in similar field an advantage on cash handling, managing client experiences and office management.
• Certifications/Qualifications: Degree Holder
• Languages: English, Bahasa Melayu, Chinese and/or dialects an added advantage
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.
