About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.
This in turn helps us to provide better support to our broad client base. The Role Responsibilities
Increase the sales performance of the branch by actively generating sales referrals to the RMs / PFC.
Ensure client satisfaction through the rendering of excellent service to meet their needs and financial goals.
To assist branches in controlling the counter queue.
To sign up clients to use Direct Banking channels.
To help in demonstrating the use of direct channels.
To feedback technical issues Service line and channel feedback to Direct Banking.
To cross-sell / refer liabilities and asset products to clients.
Generate Sales Referrals to BSSEs / RMs
Actively participate in the branch marketing and promotional activities for client acquisition and assist in client events such as seminars together with RMs / BSSEs.
Solicit referrals from other parts of the SCB Group especially during periods of staff incentive promotion drives.
Provide truly professional client service to achieve a high level of client satisfaction
Support cross-selling and other relationship building activities by directing clients to appropriate BSSEs / RMs / Tellers.
Introduce self service delivery channels to clients and eventually sign-up of such service by clients.
Directing and assisting clients on how to use self-service delivery channels.
Maintenance of Automated Banking Centre’s cleanliness and neatness
Consistently adhere to local and international service standards.
Practice service excellence in handling client issues, complaints, product enquiries in a timely, problem-free and responsive manner.
To work with CSE Team Leader on level of professional image and update of the branch.
Recommend improvements in operational processes, procedures and products based on monitoring of client feedback to ensure constant enhancement of service levels and efficiency.
Being appointed by Head of Client Relationship to be a main / back up holder of Vault / Branch Entrance / ATM Key / combination from time to time as per separate designation.
Handover instructions taken from clients over the counter to the relevant units
Fully understand and strictly comply with Group policies, work procedures and local regulatory requirements
Health & Safety
To ensure the work environment is safe and free from risk relating to Health & Safety.
Supports in the implementation of the Group H & S initiatives.
Promote H & S awareness among team members.
Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the Bank and regulatory requirements pertaining to Money Laundering and KYC.
Participate in and / or support the Bank's effort in combating money-laundering activities.
Exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, client communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.
responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
responsible for delivering effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
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.
Manage day to day to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients; Effective Operation of Financial Markets;
Financial Crime Prevention; The Right Environment. *
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters
Insert local regulator eg PRA / FCA prescribed responsibilities and Rationale for allocation .
Clients on transactional requests, queries, feedback and complaints
Branch Operations Manager , CSE Team Leader & Chief Teller on daily transactions and operational matters
Account Services Manager & Account Services staff for daily operational and Account Services matters
UORM & support function team for services, system and operational risk related matters
Branch Operations & Services Manager for guidance and discretionary / authority matters
Senior Manager, Operations for guidance and discretionary / authority matters
IT Manager / Officer on technical matters
Branch & Bank staffs
Embed Here for good and Group’s brand and values in the team,
Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
Our Ideal Candidate Key Measurables :
As defined in the Individual Performance Assessment in the following manner :
Branch Operations - Productivity and Efficiency
Clients Service Delivery
Risk / Audit / AML / CDD / BCP
Living the Values objectives Courageous, Responsive, International, Creative & Trustworthy
Upkeep the brand promise of The Right Partner Leading By Example’
Safe and smooth daily operations of the bank.
Overall good image and reputation of the bank
Improvement of service quality of the bank
Bank’s revenue and cost saving efforts.
Good relationship with internal and external clients.
Improvement of working efficiency of processing units.