Branch Operations Manager

Key Responsibilities:

• 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

• 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:

• 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;

• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;

• Encourage others to work in a healthy and safe manner;

• 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:

• 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.

• 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.

• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  

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