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.
JOB ROLE: • Ensuring high quality customer service, ensuring internal and external compliance on all branch transactions, handling difficult customer situations and leading the overall service agenda for the branch.
KEY RESPONSIBILITIES: • Ensure high level of customer service and manage difficult customer situations. • Ensure resolution of all complaints received for branches through COMMAND. • Gather/prepare statistics for service quality and productivity indicators • Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections • Find ways to improve operational efficiency and control costs to meet cost budgets • Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs • 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 • Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints • Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking • Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities • Responsible for general reconciliation and control activities • Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines • Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff • Contribute to branch performance through referrals, efficient customer service, effective operations controls • He/She is aware of bank's Mis-selling & Sales Policies and ensure adherence all the times. • Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. • 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: 1. 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; 2. Ensure that your actions do not put others at risk; Work in a healthy and safe manner; 3. Encourage others to work in a healthy and safe manner 4. Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
KNOWLEDGE/SKILLS/EXPERIENCE: • Graduate/ Post Graduate • Customer Orientation and service focus • Anywhere between 1 - 4 years of overall experience • Banking knowledge, understanding of front and back office processes and procedures • Good Interpersonal Skills • Strong Communication Skills • Team-playing ability
REPORTS TO: Branch Manager
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To view information on our benefits including our flexible working please visit our career pages.
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