Job Summary

Business*

Deliver World Class one –stop Customer Service through:
•    Timely processing of Customer’s Telegraphic Transfer instructions.
•    Timely processing of Electronic Funds Transfer and Real Time Gross Settlement instructions.
•    Timely processing of Customer Draft applications.
•    Issuance of Cheque books to customers.
•    Issuance of Visa Card to customers.
•    Issuance of Counter cheque leaves as per the Bank’s laid down procedure.
•    Handling Captured cards under dual control.
•    Timely processing of Stop Payment instructions from customers.
•    Handling customer’s issues and complaints pertaining to RB product range.
•    Query handling for both the internal & external customers.
•    Process static data instruction from customers
VAULT
•    Joint Vault primary custodian
•    Cash management as per processes/ guidelines for a vault custodian.
•    Custodianship of vault user assigned to you.
SERVICE:
•    Provide effective, efficient and superior service to customers.
•    Manage or recommend workflow changes for greater efficiency.
•    Ensure customer queries and complaints are responded to within defined TAT.
•    Ensure all front office desks are manned at all times.
•    Queue/ Quematics Management.
•    To provide one stop shop service in a consistent, professional manner by embracing all the branch values.
•    To improve and maintain the Bank’s No 1 position in quality service.
•    To migrate clients to online platforms.
•    Service recovery- turn an unhappy customer into a satisfied customer with professional and empathetic service.
•    Maintain minimum standard of cleanliness and neatness in banking hall.
•    Highlight operational issues.
•    Record all customer complaints in CEMS.
•    Resolve exceptional investigations and liaise with other functions to ensure issues are resolved.
•    Ensure service staff are equipped with knowledge and products and service, achieve grooming standards and are friendly and responsive and providing personalized services to customers.
     SALES
•    Identify prospects of cross selling of bank products and services (deposits, unsecured loans) for referral to the Affluent Acquiring team, BDEs & RMs.
     
 

Key Responsibilities

Processes*
OPERATIONAL

•    Process all daily counter transactions for cash /cheque deposit, withdrawals to all accounts (involving cash, cheques inter-account transfers, cashier orders, currency exchange and other wealth management products as per delegated authority given. 
•    Encash cheques and others related instruments as per delegated authority given.
•    Provide Custodianship role as an alternate custodian in Vault. 
•    Process entries for Vault as per stipulated policy guidelines.  
•    Process credits and debits to customer’s accounts in line with the customer instructions and as per laid down procedures.
•    Manage cash within floor limit and overnight till limits as per delegated authority letters held
•    Balance cash against the journal and maintain a record of the same on a daily basis.
•    Scan instructions for processing
•    Custodian of blank Float forms issued to teller by the treasury custodians
•    Online posting/approving of customers’ transactions.
•    Act as a backup branch Float custodian (If nominated).
•    Daily reconciliation of cash and GL accounts when not a custodian.

Risk Management*
AML & CDD
       Ensure compliance with:
•    “Guidelines and procedures on “Customer Due Diligence “for account opening and on cross-border account opening referral” issued by group business and operations risk.
•    Controls and procedures on “Customer Due Diligence” introduced to addressed money laundering prevention and compliance risk.
•    Guidelines for the submission of suspicious transaction reports issued by head of legal & compliance/country money laundering prevention officer.
•    Customer data protection policy
•    Ensure that money laundering requirement are followed as follows
•    Take all reasonable steps to verify the identity of our customers e.g completing the know your customer checklist for all customers
•    Retain adequate records of identification, account opening and transactions
•    Adhere to Speak Up Policy
•    Fully comply with all policies, procedures to achieve satisfactory grades in local and group audits.
•    Any other duties assigned by the line manager

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.
Key stakeholders*

Internal
•    Branch Managers
•    Branch Operations and Service Manager
•    Priority Acquisition team, BDEs and RMs
•    UG TSS (Technical Support Services)
•    Client Experience Team
•    BORMS
 

Skills and Experience

•    University graduate or equivalent
•    Must have undergone Universal Banker training and passed.
•    Good understanding of transaction process flows and customer services guidelines
•    Good understanding of the bank’s products
•    Relevant working experience
•    Good communication and interpersonal skills

Qualifications

• Communication    
• Analytical     
• leadership    
• Problem solving    
• Stress Management    
• Collaboration    
• Decision Making    

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.