Relationship Service Manager, Branch

3 days ago

Singapore STANDARD CHARTERED BANK (SINGAPORE) LIMITED Full time
JOB SUMMARY
  • To manage Branch operational risk and ensure controls arein place
  • To comply with the processes on cashhandling and branch operations as per Branch OperationsManual
  • Assist the BOCEM on the day to dayrunning of branch operations
  • To resolve clientcomplaints/feedbacks/issues and manage clients serviceexpectations
  • Support the branch in achievingits business objectives within regulations and guideline ofexternal regulatory bodies and the bank
  • Activate, educate & direct clients to utilisedigital/self- service terminal (SST) channels
  • Generate new sales opportunities through referral(excluding insurance and investment)
  • To beproactive in improving workflows / internal processes inbranch

RESPONSIBILITIES

BranchOperations
  • Grantingtransaction approval and overrides for all CER/ Senior CER withindelegation limit
  • Checking and approval ofApplication / Service Request documentations for all products /services.
  • Collection of cheques from QuickCheque Deposit box & batch for processing under dualcontrol
  • Review of all Daily/Monthly Reportsvia Report-to-Web (except GL Reports to be reviewed byBOSM)
  • To scrutinize reports/schedules forunusual entries which may require further investigations /Escalations if required
  • To raise anySuspicious Transaction Report (STR) if necessary
  • Review of Daily Transaction Vouchers
  • Stock Control - Custodian for Cashier's Orders, SavingsPassbooks, MLI Cards, Captured MLI/Credit Cards, Cheque Books andany others pending clients' collection.
  • Ensureall Drafts application, Telegraphic Transfer applications, standinginstruction, GIRO, Payplus, Clients' Requests are scanned / batchedwith appropriate authorization to relevant departments forprocessing on time
  • Collate data/informationrelated to branch reporting.- Accurate & TimelySubmission
  • Reporting of Daily, Weekly andMonthly Returns where applicable
  • Reporting ofany other Ad hoc information required from time to time
  • Assist in answering phones, general enquiries andinvestigations.
  • Branch Cash Operations Inabsence of BOCEM, CEOM to assume role of Cash Officer (Keyholder /Safe Combination Holder where applicable).
  • Toexecute controls on cash within the present guidelines of theBank

LimitsManagement
  • Ensure theoverall cash is within the Branch Cash Holding limits (end of dayBranch limits)
  • Ensure all Client ExperienceRepresentative (CER)/ Senior Client Experience Representative (CER)do not exceed intra-day limit /end of day cash limit
  • Maintenance of Cash position in all auxiliary Services -ATM/CDM
  • Escalate in the event of breachingbranch cash holding limits to Branch Manager. Inform also via emailthe Head, Branch Operations and provide reasons / justifications onthe breach
  • Raise RMS for change of transactionlimits when necessary (e.g. upgrade from CL5 toCL4)

Approvals,Controls & Reconciliations
  • Ensure dual control operation of the CashVault/ATM/CDM
  • Granting transaction approvaland overrides for all CER/ Senior CER within delegationlimit
  • Approve movement of cash to and fromvault with Senior CER under dual control and confirm denominationand value input in eBranch System
  • Approve cashindent and return to MAS/Battery Road Branch via CISCO
  • Perform Surprise Cash Checks at a pre-determinedfrequency
  • Daily reconciliation of physicalcash in Vault/ATM/CDM with - Senior CER under dualcontrol
  • Perform daily checks (random sample of5% or 5, whichever is lower) on signature verification, transactionvalidation and technical details for each CER/ Senior CER's Debittransactions within the CER/ Senior CER's limit and sign off on thevouchers as evidence of checks.
  • All staff torefer to Cash Operations Manual in Knowledge One for fulldetails

Management ofService Delivery
  • Ensure clients are being served within stipulatedstandard (refer to scorecard)
  • Assist clientsin queries; handling feedbacks, complaints that are escalated byCER/Sales staff which includes escalated exceptional investigationsand queries and liaising with otherfunctions/department

Referrals
  • Generate new sales opportunities by proactively referringclient with banking needs to respective Sales Staff forcross-selling & upselling, (except insurance andinvestment)
  • To activate, educate & directclients to utilise digital/self service terminal (SST)channels

Compliance /Operational Risk
  • DualControl to be observed at all times
  • To complywith all applicable money laundering prevention procedures and inparticular, report any suspicious activity to the Line Manager& Transaction Monitoring Unit.
  • Ensurecompliance with all regulations and controls as set by the Bank andexternal regulatory authorities, including controls relating toGuidelines on Fair Dealing and Treating Clients Fairlyoutcomes

Regulatory& Business Conduct
  • Display exemplary conduct and live by the Group's Valuesand Code of Conduct.
  • Take personalresponsibility for embedding the highest standards of ethics,including regulatory and business conduct, across StandardChartered Bank. This includes understanding and ensuring compliancewith, 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 compliancematters.
  • Lead to achieve the outcomes set outin the Bank's ConductPrinciples

KeyStakeholders
  • ClientNetwork
  • Branch Manager
  • Branch Staff
  • Branch CentralTeam

Our IdealCandidate
  • Diploma orDegree holder
  • Good verbal and writtencommunication skills
  • 2 years of relationshipservice management experience in retailbanking

Role SpecificTechnical Competencies
  • Cash Handling
  • Customerservice
  • Written and verbalcommunication
  • Attention to details
  • Microsoft office skills- Outlook, Excel,Word

About StandardChartered

We're an internationalbank, nimble enough to act, big enough for impact. For more than170 years, we've worked to make a positive difference for ourclients, communities, and each other. We question the status quo,love a challenge and enjoy finding new opportunities to grow and dobetter than before. If you're looking for a career with purpose andyou want to work for a bank making a difference, we want to hearfrom you. You can count on us to celebrate your unique talents andwe can't wait to see the talents you can bringus.

Our purpose, to drive commerce andprosperity through our unique diversity, together with our brandpromise, to be here for good are achieved by how we each live ourvalued behaviours. When you work with us, you'll see how we valuedifference and advocate inclusion.

Togetherwe:
  • Do the rightthing and are assertive, challenge one another, andlive with integrity, while putting the client at the heart of whatwe do
  • Neversettle, continuously striving to improve andinnovate, keeping things simple and learning from doing well, andnot so well
  • Are bettertogether, we can be ourselves, be inclusive, seemore good in others, and work collectively to build for the longterm

What weoffer

In line withour Fair Pay Charter, we offer a competitive salaryand benefits to support your mental, physical, financial and socialwellbeing.
  • Core bankfunding for retirement savings, medical and lifeinsurance, with flexible and voluntary benefitsavailable in some locations.
  • Time-off including annualleave, parental/maternity (20 weeks), sabbatical (12 monthsmaximum) and volunteering leave (3 days), along with minimum globalstandards for annual and public holiday, which is combined to 30days minimum.
  • Flexibleworking options based around home and officelocations, with flexible working patterns.
  • Proactive wellbeing supportthrough Unmind, a market-leading digital wellbeing platform,development courses for resilience and other human skills, globalEmployee Assistance Programme, sick leave, mental healthfirst-aiders and all sorts of self-help toolkits
  • A continuous learningculture to support your growth, with opportunitiesto reskill and upskill and access to physical, virtual and digitallearning.
  • Being part of aninclusive and values driven organisation, one thatembraces and celebrates our unique diversity, across our teams,business functions and geographies - everyone feels respected andcan realise their fullpotential.

RecruitmentAssessments

Some of our roles useassessments to help us understand how suitable you are for the roleyou've applied to. If you are invited to take an assessment, thisis great news. It means your application has progressed to animportant stage of our recruitmentprocess.

Visit our careers websitewww.sc.com/careers

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