Job Summary

•    Custodian to key and combinations settings including but not limited to Treasury Cash/Vault/ATMs/ valuable stationery (card/cheque) (if applicable) in accordance to the relevant policies, DA and procedures.  
•    Process all daily branch transactions (for customers) accurately
•    Assist customers (over the counter) in their queries and complaints
•    Generate new sales / acquisition opportunities through referral tag on
•    Positively and substantially perform delegated responsibilities to ensure high quality service, maintain partnerships with customers and facilitate well defined and error free processing for all products and services.
•    Implement instructions from line Manager and Head of Branch Operations in order to develop and maintain highest achievable standard of customer service.
•    Assist in marketing new products and services to active and non-active customers and seeking referrals from client base through day to day dealing with customers in and outside the bank
•    Take part in the process for management of customer relationship improvement by giving customer’s feedback to managers and related relationship managers to work out service approach
•    Carry out accurate and fast investigations to ensure the objectives are met for both service and operations in accordance with service standards.
•    Perform service quality functions to assist managers in improving working efficiency and quality via records and reports.
Counter Services
•    Process various transactions over the counter (cash, Passbook update/issuance, FD deal setup etc.)
•    Assist in attending to customers (over the counter) in their queries and complaints
•    Assist in investigating customers’ (over the counter) issues & complaints
•    Assist in revenue generation through active tag on and refer potential customer to PFCs / RMs
•    Hand over all instructions taken from customers over the counter to Branch Services & Support for batching to the relevant units 
•    File all entries, records and reports in storage space
•    Assist in investigating processing errors
•    Assist in branch administrative duties and other adhoc & miscellaneous activities as assigned by the line manager
•    Back up other teller on lunch/leave/ML/training
•    Participate in Business Continuity Plan testings whenever required
•    Fully understand and strictly comply with Group policies, work procedures and local regulatory requirements

Key Responsibilities

Money Laundering Prevention
•    Fully understand and strictly comply with money laundering prevention requirements.
•    Undertake training on MLP at least once every 24 months
•    Follow money laundering prevention reporting procedures and report to business Legal & Compliance Advisor / Country MLPO should there be any money laundering related issues (STR etc.)
Risk Management
•    Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the Bank and regulatory requirements pertaining to Money Laundering and KYC.                                                      
•    Participate in and/or support the Bank's effort in combating money-laundering activities.        
•    Exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, client communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.
Governance 
– responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
– awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner. 
Regulatory & Business conduct 
(This is mandatory standard wording, do not remove).
•    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.
•    Manage day to day to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Operation of Financial Markets; Financial Crime Prevention; The Right Environment.]* 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters
•    [Insert local regulator eg PRA/FCA prescribed responsibilities and Rationale for allocation]. 

Key Stakeholders
•    Customers on transactional requests, queries, feedback and complaints
•    Branch Operations Manager & Chief Teller on daily transactions and operational matters
•    Account Services Manager & Account Services staff for daily operational and Account Services matters
•    Branch Services & Support Manager and staff for services, system and operational risk related matters
•    Branch Operations & Services Manager for guidance and discretionary/authority matters
•    Senior Manager, Operations for guidance and discretionary/authority matters
•    Dealers (Global Market) on exchange rates
•    Payments Services Department staff on TT, Cheques, Cashier’s Order and Bank Drafts related matters
•    IT Manager/Officer on technical matters
•    Branch & Bank staff (Service Ambassador, Personal Financial Consultants & Relationship Managers etc.)
Other Responsibilities
•    Embed Here for good and Group’s brand and values in the team,
Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Skills and Experience

-    Computer typing
-    English
-    Communication skill

Qualifications

Key Measurables:
As defined in the Individual Performance Assessment in the following manner:
•    Branch Operations - Productivity and Efficiency
•    Clients Service Delivery
•    Operational Processes
•    Risk / Audit / AML / CDD / BCP
•    Business Performance
•    Living the Values objectives – Courageous, Responsive, International, Creative & Trustworthy

Requirements
•    Upkeep the brand promise of ‘The Right Partner – Leading By Example’
•    Safe and smooth daily operations of the bank.
•    Overall good image and reputation of the bank
•    Improvement of service quality of the bank
•    Bank’s revenue and cost saving efforts.
•    Good relationship with internal and external clients.
•    Improvement of working efficiency of processing units.

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.