Job Summary

Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

Key Responsibilities

Strategy
•    Formulate, manage and co-ordinate strategies for the area to maximize new business opportunities, cross selling, penetration and deepen existing relationships
•    Develop strategies for revenue generation and cost control towards profitably growing the branch network.
•    Drive the establishment and adherence to service quality standards in an efficient operation where risks are well controlled.
•    Discuss and re-strategize with Branch Managers for remedial action.

Sales and Service Objectives
•    Maximize sales performance to achieve given revenue targets for the cluster as well as Distribution network through liability products [Current Savings /Term deposits], wealth management products and asset related products  (secured, unsecured)
•    Develop, implement and manage a best in class sales capability
•    In-branch/Indirect acquisition model
•    Sales force management
•    Lead the implementation of the liability strategy at the area
•    Review, analyze and manage the customer portfolio for profitable growth
•    Initiate development of strategies for customer acquisition, retention and cross sell
•    Support where necessary, via joint customer calls and identify potential customers     
•    Together with Branch Managers, enhance the bank’s image through area promotions, community activities etc. 
•    Manage service delivery in the network to the highest competitive standards 
•    Monitor service standards for the network and audit expected behaviors.
•    Initiate customer satisfaction surveys to obtain customer feedback and realign processes or initiate major change initiatives
•    Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service 
•    Co-ordinate and facilitate work process improvements across the branch network

Operations and Compliance
•    Ensure satisfactory ratings in all internal/external audits conducted at all branches in the cluster
•    Control and periodically check operational risks and workflows
•    Review key operational risks and efficiency indicators
•    Provide approvals/recommendations on credit applications

People Management
•    Drive and embed a strong performance culture through inspiring, motivating and rigorous performance management discipline. Develop and build talents within the network through optimal resourcing, capacity planning, succession planning and engagements
•    Achieve high employee engagement and satisfaction. Retain talent, check attrition. Manage and mentor network staff and Union interface to ensure overall employee satisfaction
•    Identify training, development and counseling needs for staff
•    Undertake career growth planning for performers in the branch network

Integration/Change Management
•    Continuously evaluate branch profitability and proactively recommend solutions to improve the same.
•    Lead the process for new branch openings and branches identified for relocation.
•    Facilitate the implementation of new systems and processes across the branch network
•    Lead the transaction migration initiative at the area

Segment Ownership
•    Implement all segment/ product initiatives in the cluster  (PRB/ Excel/ NR/ SME/ Mortgages)
•    Jointly own the delivery of segment / product (PRB/ Excel/ NR/ SME / Mortgages) targets with the branch managers & segment associate directors

Others 
•    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 and ensure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines
•    He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times within the network
•    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:
o    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;
o    Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
o    Encourage others to work in a healthy and safe manner;
o    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:
o    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.
o    The contractors working in your area or for you are working in a safe & healthy manner.

Risk Management
•    Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC. 
•    Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
•    Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same
•    Read, understand and comply with all provisions of the Group Code of Conduct.

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: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    Serve as a Director of the Board 
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Skills and Experience

•    Diligent & Punctual 
•    Knowledgeable about the role
•    Certified with relevant courses
•    Confident
•    Fluent in Language
•    Banking Exposure
•    Management Information Skills
•    Good Interpersonal Skills
•    Customer and Service Oriented

Qualifications

•    Experience in running sizeable profit centers, distribution networks with full accountability for strategy, costs and revenue.
•    Track record of successful multi-product sales in a retail business.
•    Demonstrated ability in business planning relating to sales, distribution and service.
•    Strong communication and negotiation skills with the ability to influence outcomes.
•    Ability to manage and implement change initiatives by taking ownership and working with all stakeholders.
•    Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit

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.