Relationship Service Manager, Branch

**JOB SUMMARY**
- 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.
- 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
- 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.