4 Feb 2016

SCB Job Vacancy : Branch Operations & Service Manager

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Support Branch Manager in the day to day running of the branch and maintaining operational control and compliance.
* Assist the Branch Manager to achieve their service quality, cost management and profitability targets.
* Creation of an operations environment that is continuously improving to meet standards along the measures of customer satisfaction,
efficiency and productivity, while ensuring that risks are well controlled and processes are in compliance with local regulatory
requirements.
* Manage the in-branch operations and servicing staff with focus on capacity planning , security controls, people management , customer
experience management
* Support BSSE in account opening formality and CDD documentation
* Support tellers in transaction processing , balancing and reconciliation and administrative duties
* Assist in handling customer queries and managing customer complaints
* Drive channel migration by introducing self-services / automated banking channels to customers queuing at branches
* Generate new sales referrals to customers queuing at counters or ATM

.

Key Roles and Responsibilities

EnKEY RESPONSIBILITIES
Branch Operations Management
* Ensure staff aware of and adhere to the compliance and control related policy and procedures such as Anti-Money Laundering ;
Customer Due Diligence ; Treating Customer Fairly and mis-selling etc.
* Ensure branch operations are smooth and efficient , achieve the service level agreement in term of both Turnaround time and quality of
output
* Run branch capacity planning to ensure optimal resource is catered for business based on customer arrival pattern & transaction mix
* Conduct regular drill test with documentation on business continuity plan ; robbery and fire ; KCSA reporting and system testing
* Conduct regular monitoring and updates on branch manual , document storage , stock and float control of cash , security stationeries
Transaction Processing
* Accurately process transaction documentation
* Achieve productivity targets
Customer experience & Efficiency management
* Drive customer satisfaction through interaction with customers including account opening & CDD process; queries or complaints handling ;
channel migration and cross-selling
* Support branch to achieve NPS & CSS targets
* Ability to coordinate delivery, within the branch, of the different Segment Customer Value Proposition based on holistic customer
experience.
* Understanding of customer needs and wants and tailoring strategy and solutions accordingly
* Resolution of service issues and effective complaints handling.
* Establish customer retention and recovery strategies.
* Customer visit management to maximize satisfaction during ” moment of truth ”
People & Team Management
* Provide optimal resource to achieve service standards on turnaround time , queue time , wait time and staff productivity
* Equip staff with adequate skills and knowledge to deliver differentiated services exceeding customers expectation
Branch Banking
4 of 16
Branch Operations & Service Manager
Last Updated 23 May 2011
Channel Migration
* Achieve channel migration targets
Cross-selling and Referrals
* Leverage on customers queuing time to conduct tag-on cross-selling or conduct phone service reminders prospecting to identify crosssell
opportunities, generate business referrals to sales team
* Achieve referral targets
Financial performance
* Contribute to the branch profitability especially on cost management
* Ability to analyze performance and financial data to prioritize actions, drive resourcing decisions and capacity planning.
* Execute growth plans through the disciplined application of the Segment/Product growth models and strategy.
Operational Risk Management
* Achieve zero error in CDD and account opening process
* Achieve zero defect in cash shortage
* Achieve zero defect in fraud, loss and shortage
* Achieve zero BKCSA exception error
* Achieve KPIs set for operational, credit, people and risk parameters.
* Ensure compliance with external and internal regulations and policies covering Operational, Credit, Reputational and People Risk.
* Ability to recognize and understand risk and respond to various situations decisively.

Qualifications and Skills

* Tertiary Education/Degree/Professional Banking Qualification.
* 5 – 8 years general banking experience.
* Sound knowledge of general banking law and practices.
* Experience in lending propositions preparations/processing.
* Adequate management and office administration concepts.
* Competence in financial accounting/forecasts.
* Ability to plan daily/periodic operations.
* High marketing/selling proficiency.
* Strong interpersonal/communication skills.
* Familiar with computer processing/applications.
* Sales targeting and cost budgeting.
* Monitoring and reviewing sales performance/analysis.
* Striking balance between customer’s needs/requests and bank’s rules/policy/procedures.

Diversity and Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.



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