Job Summary

To manage the branch operations & teller related functions in the branch to ensure the delivery of quality service to customers. To project a professional and warm image, and to assist the BOSM in maintaining operational control and improving operational efficiency. To contribute to the achievement of business growth by promotion of the banks’ products and services.

Key Responsibilities

Strategy
•    To grow PRB and Cards revenue and to promote digitisation with specific focus on Mobile Banking

Business
•    Ensure to cross sell CARDs / CASA / Loans to customers monthly to help branch achieve sales targets
•    Deliver quality service while carrying out the following transactions for customers:
•    Accept customer instructions
•    Issue draft/pay order 
•    Customer account detail inquiry
•    Signature verification
•    Exchange cash for customers
•    Input of documents to workflow systems and attending to workflow items.
•    Managing deliverables
•    Ordering and delivering cheque books 
•    Accepting account opening documents
•    Accepting and submitting instructions to CMS 
•    Acceptance of Dormant / Unclaimed Account reactivation
•    Effecting account to account transfers
•    Handling Safe Deposit lockers where necessary
•    Act as Key Custodians – As per Key Custodianship Memo

Processes
•    Control of Security stationary/deliverables
•    Act as a bulk teller whenever required
•    Attending to monthly returns
•    Assisting in monitoring and closing of zero balance accounts
•    To attend to customer courier runs (as applicable)
•    Attend to KPI returns
•    Sundry & Suspense Account Reconciliation
•    Daily Reconciliation
•    Manual reconciliation along with the PSGL system reconciliation  
•    Monthly reconciliation 
•    FCS System reconciliation - forward all the relevant supporting documents to the other Department on a timely manner.

Efficient and effective financial analysis and credit risk assessment by:
•    Regular monitoring of accounts 
•    Identifying adverse financial trends 
•    Adhering to Group credit policies and standards regarding reporting and documentation
•    Ensuring compliance with group standards and regulatory requirements.
•    Ensuring data integrity in all core systems and documentation
•    Sending excess letters
•    Make arrangement to close accounts after three cheque returns.

Understanding of Lending processes covering: 
•    Account and Facility Processing
•    Account and Facility Maintenance
•    Act as a representative for record retrieval/lodgement as and when assigned.
•    Provide assistance to RMs to review, credit applications and follow-ups including mortgage and other loan documentation within authorized limits whilst adhering to guidelines specified in the Personal Banking Credit Policy & Practice  
•    Manual and approved product programs

People & Talent
•    Ensure behaviour consistent with the Group’s vision and values.
•    Display team spirit, strengthening internal relationships with no conflicts

Governance
•    Ensure compliance with the laws of the land, exercise local banking regulations, and build strong relationships with the CBSL.

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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    Practice service excellence in handling customer issues, complaints, product enquiries in a timely, problem-free and responsive manner.
•    Recommend improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency.

Key stakeholders
•    Inter branch staff /Credit and operations teams 

Other Responsibilities

•    Ensure that all the above services are delivered with accuracy

•    Assist the branch by ensuring timely service to customers so customer traffic is efficiently managed. 

•    Recommend workflow changes for customer service with greater efficiency and effectiveness.
•    Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions and highlight the same to sales staff 
•    He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
•    Educating customers about direct banking channels so specific transactions can be migrated to internet banking, phone banking, ATMs, etc. 
•    Be fully aware of all the policies and procedures issued in relation to Branch GPS, Group Code of Conduct, Customer Due Diligence, Money Laundering Prevention and other relevant policies (group and Local)
Ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. Ensure zero tolerance method for all this aspects.
•    Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections

•    Premises management in areas of merchandising, housekeeping as well as store management as an employee, would be 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
•    Ensuring compliance with group standards and regulatory requirements
•    Provide the highest level of customer service and responsiveness to all customers
•    Ensure to raise TOD’s for branch RM’s customers as and when required to process transactions
•    Action customer enquiries, investigate complaints, initiated by Relationship Managers/Officers
•    Co-ordinate with internal support functions/departments and areas of the bank to obtain relevant information.
•    Ensure the unit’s adherence to credit and operations audit (Compliance Standards)
•    All operations/processes relating to Account/Credit Card services, instructions received from RMs/Customers
•    Independent Call back for customer requests
•    Assist RM in preparing CDD reviews for customer portfolio
•    Co-ordinate and collate data from RMs to review the daily excess reports and monthly IAR report
•    Review & forwarding limit / lien adjustments initiated by RMs to BO 

Qualifications

•    Education: Tertiary qualification in Banking/Finance/Marketing would be an advantage

Role Specific Technical Competencies

•    Sound time management and communication skills
•    Thorough knowledge of banking operations
•    Ability to handle pressure, conflicting priorities and constant change.
•    Good behaviour with a good understanding of values of the Group 

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.