Relationship Service Manager, Branch

To manage Branch operational risk and ensure controls are in place.
To comply with the processes on cash handling and branch operations as per Branch Operations Manual.
Assist the BOCEM on the day to day running of branch operations.
To resolve client complaints/feedbacks/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.
RESPONSIBILITIES
Branch Operations
Granting transaction approval and overrides for all CER/Senior CER within delegation limit.
Checking and approval of Application/Service Request documentations for all products/services.
Collection of cheques from Quick Cheque Deposit box & batch for processing under dual control.
Review of all Daily/Monthly Reports via Report-to-Web (except GL Reports to be reviewed by BOSM).
To scrutinize reports/schedules for unusual entries which may require further investigations/Escalations if required.
To raise any Suspicious Transaction Report (STR) if necessary.
Review of Daily Transaction Vouchers.
Stock Control – Custodian for Cashier's Orders, Savings Passbooks, MLI Cards, Captured MLI/Credit Cards, Cheque Books and any others pending clients' collection.
Ensure all Drafts application, Telegraphic Transfer applications, standing instruction, GIRO, Payplus, Clients' Requests are scanned/batched with appropriate authorization to relevant departments for processing on time.
Collate data/information related to branch reporting.- Accurate & Timely Submission.
Reporting of Daily, Weekly and Monthly Returns where applicable.
Reporting of any other Ad hoc information required from time to time.
Assist in answering phones, general enquiries and investigations.
Branch Cash Operations In absence of BOCEM, CEOM to assume role of Cash Officer (Keyholder/Safe Combination Holder where applicable).
To execute controls on cash within the present guidelines of the Bank.
Limits Management
Ensure the overall cash is within the Branch Cash Holding limits (end of day Branch limits).
Ensure all Client Experience Representative (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 breaching branch cash holding limits to Branch Manager. Inform also via email the Head, Branch Operations and provide reasons/justifications on the breach.
Raise RMS for change of transaction limits when necessary (e.g. upgrade from CL5 to CL4).
Approvals, Controls & Reconciliations
Ensure dual control operation of the Cash Vault/ATM/CDM.
Granting transaction approval and overrides for all CER/Senior CER within delegation limit.
Approve movement of cash to and from vault with Senior CER under dual control and confirm denomination and value input in eBranch System.
Approve cash indent and return to MAS/Battery Road Branch via CISCO.
Perform Surprise Cash Checks at a pre-determined frequency.
Daily reconciliation of physical cash in Vault/ATM/CDM with - Senior CER under dual control.
Perform daily checks (random sample of 5% or 5, whichever is lower) on signature verification, transaction validation and technical details for each CER/Senior CER's Debit transactions within the CER/Senior CER's limit and sign off on the vouchers as evidence of checks.
All staff to refer to Cash Operations Manual in Knowledge One for full details.
Management of Service Delivery
Ensure clients are being served within stipulated standard (refer to scorecard).
Assist clients in queries; handling feedbacks, complaints that are escalated by CER/Sales staff which includes escalated exceptional investigations and 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
Dual Control to be observed at all times.
To comply with all applicable money laundering prevention procedures and in particular, report any suspicious activity to the Line Manager & Transaction Monitoring Unit.
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 & 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.
Lead to achieve the outcomes set out in the Bank's Conduct Principles.
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
Written and verbal communication.
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.
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