Senior Branch Operations %26 Service Manager

Senior Branch Operations %26 Service Manager

Standard Chartered
Not Specified
Not Specified

Job Description

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


  • To successfully fulfil the roles of a retail sales/services outlet through offering quality customer transactions/maintenance/information services, maximizing new business acquisition/referral opportunities as well as image enhancement, which together translate into a higher profit contribution to the Bank.


  • Lead the branch servicing team to fulfil client service / transaction request, ensure excellent customer service is delivered at all times.

  • Ensure referrals, cross sell and up-sell potential customers transacting at branches to Priority Banking within the branch environment

  • Convey targets and objectives set by management to all staff and direct resources towards achievement of these targets and objectives.

  • Weekly meeting to review past week result, plan and set focus for coming week


  • Ensure all security measures and control are in place

  • Ensure compliance of Management Manual, Operating Manuals and Bank's laid down procedures

  • Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager

  • Comply with all relevant policies and procedures covering regulatory, local and group requirements

People and Talent

  • Create a positive and energetic working environment

  • Build a strong and capable working team. Manage and maintain a strong and capable team of BSMs,

  • CSMs and CSAs

  • Develop staff for succession plan with the support of HR

Risk Management

  • To ensure that control procedures outlined in various Branch Operations Manuals or Procedure Manuals are fully implemented, and ensure staff compliance with the same.

  • To comply with the control requirements in the laid down procedures or Manual relevant to job responsibilities.


  • Responsible for assessing the effectiveness of the Group&rsquos 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.

Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group&rsquos 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.

  • Lead the assigned branch to achieve the outcomes set out in the Bank&rsquos Conduct Principles: Fair Outcomes for Clients Effective Financial Markets Financial Crime ComplianceThe Right Environment.

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

Key Stakeholders
Internal Contacts

  • All branch sales and service staff

  • All frontline business stakeholders

  • All Retail Banking departments stakeholders (Strategy Branch Operations & System / CEPG etc.), and

  • Other support functions (IT / Audit / Finance / HR etc.)

External Contacts

  • Retail Banking customers

Our Ideal Candidate

  • Customer Experience Management

  • Anti-money Laundering Policies and Procedures

  • Customer Retention

  • Customer Support Policies, Standards and Procedures

Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.
Job Source :

Similar Jobs

Career Advice to Find Better