Branch Operations Manager

Job Summary Approve daily transactions for selected products as applicable e g traveler s cheques cashier s orders currency exchange merchant services safe boxes as well as transactions exceeding specified teller limits Manage Service Delivery - observe queue time and length take action as needed to capacitize serving counters and or managing customer traffic Ensure that branch premises are maintained to the specified standard Manage or recommend workflow changes for greater efficiency improve turn around time 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 General Reconciliation and Compliance Activities may be individually assigned which may typically include Dual control of Cash functions Control of Security stationary deliverables Review of processing entries and vouchers Follow-up with customers for returned deliverables as applicable eg cheque-books cards Pins Combi packs etc Review of reconciliation proofs for daily control as well as surprise audit proofing Preparation of service quality and productivity management reports and other regulatory returns Rectification of internal control issues Ensure satisfactory ratings in all internal external audits conducted at the branch Ensure compliance to all Operations health documents like KCD KRI OPS manual process notes and circulars issued from time to time Perform regular KCS checks mandated Mandatory reporting of KRIs and teller productivity Ensure timely and accurate submission of all returns both internal and statutory for sales and service Key Responsibilities Ensure a proper control of Keys combination settings and passwords that protect cash valuables Ensure accurate and timely processing of all customer instructions as per applicable processes circulars 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 He she must ensure compliance with these policies and procedures on an ongoing basis Any suspicious transaction must immediately be reported as per guidelines Staff Supervision Coaching and Training daily organization of workflow breaks and staff levels and coaching training where necessary for improved performance Sales Referrals where relevant identify prospects for cross-selling from observation of customer transactions to highlight to sales staff Achieve high employee engagement and satisfaction Ensure optimum teller productivity Contribute to branch performance through referrals efficient customer service effective operations controls Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking He She is aware of bank s Mis-selling Sales Policies and ensure adherence all the times 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 Ownership of the Archival portfolio for the branch Liaising with the external vendors and ensuring archival and retrieval is carried out in a manner as stated in the policy document without exception Maintain MIS with regard to documents archived with due acknowledgement from the vendor for each of the file 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 Addressing Customer Needs Anti-money Laundering Policies and Procedures Customer Interaction Customer Retention Customer Support Policies Standards and Procedures Teller Functions Qualifications Graduate Post Graduate At least 3-4 years of overall experience Banking operations knowledge Leadership skills Strong Communication Skills Customer and Service Orientation 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 35886