Job Summary
The purpose of the role is to
• To support the delivery of the branch’s business objectives in line with regulatory and bank requirements and deepening existing customer relationships to the specified service standards for the Priority Clients segment
Implementation and oversight of the below individual responsibilities:
• To comply with the processes on cash handling and branch operations as per Branch Operations Manual
• Assist the Branch Operation & Client Experience Manager (BOCEM) on the day to day running of branch operations
• To resolve client complaints/feedback/issues and manage clients service expectations
• Support the branch in achieving its business objectives within regulations and guideline of external regulatory bodies and the bank
• Activate, educate & direct clients to utilise digital/self- service terminal (SST) channels
• Generate new sales opportunities through referral (excluding insurance and investment)
• To be proactive in improving workflows / internal processes in branch
• Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank's policies and procedures and overall control culture in the teams
Key Responsibilities
Branch Operations
• Approval of transactions within delegated authority
• Check and ensure all Client’s instructions are processed accurately and timely.
• Review of Daily/Monthly Reports and report of unusual entries which may require further investigations / Escalations
• Reporting of any other Ad hoc information required from time to time
Management of Service Delivery
• Ensure clients are being served within stipulated standard
• Assist clients in queries; handling feedbacks, complaints which includes queries and liaising with other functions/department
Referrals
• Generate new sales opportunities by proactively referring client with banking needs to respective Sales Staff for cross-selling & upselling, (except insurance and investment)
• To activate, educate & direct clients to utilise digital/self-service terminal (SST) channels
Compliance / Operational Risk
• To comply with all applicable money laundering prevention procedures and in particular, report & escalate any suspicious activity.
• Ensure compliance with all regulations and controls as set by the Bank and external regulatory authorities, including controls relating to Guidelines on Fair Dealing and Treating Clients Fairly outcomes
Regulatory and 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
• Client Network
• Branch Manager
• Branch Staff
• Branch Central Team
Our Ideal Candidate
• Diploma or Degree holder
• Good verbal and written communication skills
• 2+ years of relationship service management experience in retail banking
Role Specific Technical Competencies
• Cash Handling
• Customer service
• Written and verbal communication
• Attention to details
• Microsoft office skills- Outlook, Excel, Word
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.
Recruitment Assessments
Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers
