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Offer: Branch Ops & Service Mgr (Retail Banking / Frontline Sales and Service / Customer Service / J: Standard Chartered Bank Malaysia Berhad

Job description:

Branch Ops & Service Mgr (Retail Banking / Frontline Sales and Service / Customer Service / J079)

    income:  Competitive
    Job location:  Kuala Lumpur, Malaysia
    Employment Type:  Permanent, Full time
    Employer :  Standard Chartered Bank Malaysia Berhad
    Updated on:  16 May 18

Branch Ops & Service Mgr (Retail Banking / Frontline Sales and Service / Customer Service / J079)
Introduction 1
Leading the way in International Banking. We support the people and companies driving investment, trade and wealth creation across Asia, Africa and the Middle East. And our heritage and values are expressed in our brand promise - here for good. See our Brand and Values
JOB PURPOSE

繚 To manage assigned Branch service activities in an efficient, responsive and competent manner ensuring the highest quality client transaction processing, maintenance and information service, maximizing business referrals and image enhancement opportunities which when effectively done will translate into a higher profit contribution to the Bank.
繚 Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls.
繚 Assist in coordinating, facilitating and promoting knowledge of operational risk (OR) and in implementation and management of OR within the unit
繚 Assist Bank to be the Best International Bank in Malaysia
KEY RESPONSIBILITIES
Projection of a Positive Image
繚 Maintain appearance of staff and facilities.
繚 Produce well-managed, competent/client-oriented staff.
繚 Participate in/support community affairs in market area.
Client Account Servicing 繚 Provide support for all Bank Divisions (corporate/commercial, etc.) activities
繚 Provide on-going account maintenance support.
繚 Client retention efforts/ programmes.
Client Information and Assistance 繚 Provide financial services information.
繚 Solve customer problems/inquiries.
繚 Monitor and support the collection and maintenance of high quality customer information, thus reinforcing the importance of data quality to the Bank's success.
Financial Contribution 繚 avoidance of frauds & losses.
繚 Control costs.
繚 Generate revenue/fees.

Compliance and Money Laundering responsibilities 繚 Implement money laundering avoidance in line with Group Policy and Standards, local laws and regulatory requirements.
繚 Ensure staffs have good knowledge of money laundering avoidance and compliance requirements, Group Policies and local laws through training, presentations, guidance, coaching etc.
繚 Act as liaison agent with the Business Money Laundering avoidance agent and ensure obligations on reporting suspicious activities are met through detecting/recognising, monitoring and reviewing suspicious transaction reports.
繚 Ensure compliance with Group's standards and regulatory requirements pertaining to Money Laundering and CDD.
繚 Participate in and/or support the Bank's effort in combating money-laundering activities.
繚 Exercise due care and diligence on matters related to Money Laundering and CDD in day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, customer communication, implementing new requirements , updating and revising operating procedures, acquire significant knowledge and training, and providing support to superiors and subordinates .
繚 Ensure/assist unit head in creation and maintenance of a compliant culture, undertake compliance monitoring, generate timely and accurate compliance reports, proactively advise Country Compliance on compliance issues, and update new matrices as communicated by the BORM

Security Control
繚 Custodian to prime keys and combination settings to the Treasury Cash Vault / Safe Deposit Lockers / Document Archival and Retrieval (if applicable) in conformity to the Group Security Policy Section 2.2.3
繚 When assuming custodian , to be directly responsible for the proper control of keys, combination settings and password that protect cash and valuable documents

Business Continuity Plan (BCP)
繚 To maintain a robust business continuity plan (BCP) that is dynamic and compatible with the Business.
繚 To conduct BCP tests as per test schedule and forward to Country BCP coordinator on test results.
繚 To formulate recovery strategies for the department when called upon.
繚 Continuously raise consciousness on BCP to all staff within the department.
繚 To retain & expand business
繚 To assist /resolve account maintenance/ transactional/ product/ service issues
繚 To provide/ obtain full co-operation from the significant authorities / units in resolving operational / service issues needs

To retain & expand business To assist /resolve account maintenance/transactional/ product/ service issues To provide/ obtain full co-operation from the significant authorities / units in resolving operational / service issues needs To Communicate on issues pertaining to customer service with a view to resolve within the agreed TAT/ service level agreement To maintain a professional image at all times To rectify discrepancies /errors 繚 Continuously raise consciousness on BCP to all staff within the department.
繚 To retain & expand business
繚 To assist /resolve account maintenance/ transactional/ product/ service issues

繚 To communicate on issues pertaining to customer service with a view to resolve within the agreed TAT/ service level agreement
繚 To maintain a professional image at all times
繚 To rectify discrepancies /errors
Responsibilities as a RP (Responsible Person) 1. To report unit's OR issues and losses to BORM

2. To assist BORM in developing and updating of procedures, controls and monitoring plans for operational risk management.

3. Act as OR coordinator for the branch

4. To adhere to the agreed CST plans and approach.

5. To identify and report all exceptions on non-compliance with standard controls.

6. To identify and report all weaknesses inherent in the standard controls.

7. To maintain proper record keeping on all CST related activities.

8. To maintain independence in the conduct of CST, i.e. not selecting and reviewing sample of self- performed transactions.
KEY MEASUREABLE

繚 Achieve quality performance i.e. audit results, credit quality, business development and people management
繚 Cascade and live the Bank Values
繚 Undertake special projects / assignments
繚 No overdue CST issues / OR issues / returns
繚 Non compliance and control weaknesses inherent in the selected samples are detected and duly reported
繚 No unsatisfactory compliance reviews and audits on the conduct of CST and record keeping
繚 Maintaining robust controls and monitoring actions

TALENT
繚 Computer literate.
繚 Work smart and effectively under pressure
繚 Good planning and organisation expertise.
繚 Good in interpersonal and communication expertise.
繚 To outserve customers in service delivery and be the Best International Bank
繚 To create consciousness and influence customers in using direct channels / automation
繚 To maintain a high standard of customer service quality
繚 To exceed customers' expectation and delight them
繚 Practice the Brand Values at all times
繚 Zero complaints on branch service quality
繚 Self-motivated to work with minimum supervision
繚 Good communication expertise and a high level of patience and knowledge
繚 Good knowledge of reconciliation /investigation practices
KNOWLEDGE AND expertise

繚 Administrative / Training / People management expertise
繚 Verbal and written communication
繚 Interpersonal and complaint handling expertise
繚 Good service attitude
繚 Team-player
繚 Bank's product knowledge
繚 knowledge of policies and procedures
繚 ABM rules / Bank Negara FEA regulations
繚 Branch Operations Manual (WEBOM) / MIC / group circulars / bank policy and tariff of charges
繚 Simple / basic PC expertise
繚 General knowledge of our infrastructure to enable effective handling of
in-coming calls / walk-in enquiries /emails / customer handling

Proposition 1 - A diverse culture
We are committed to building a culture that fosters a diverse and inclusive environment that's free from bias, where everyone can realise their full potential and make a positive contribution. This is just one of our values that is expressed in our brand promise - here for good. Apply Now...

Proposition 2 - compensateing good performance
To us, good performance is about much more than turning a profit. It's about showing how you embody our core values and mantra - here for good. And if you perform well consistently, we'll give you the compensates you deserve. Are you looking for a career that can expand your horizons? We have one..

Proposition 3 - Career development
If you're a bright mind with big ambitions, we'll actively encourage you to fulfil your potential. Thanks to our rich and varied international footprint, we can offer exciting opportunities working across different countries and cultures. Apply Now and take the next step in fulfilling your potential.

Skills:

Job Category: Broadcast/Publishing [ View All Broadcast/Publishing Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Kuala Lumpur Kuala Lumpur
Address: Kuala Lumpur
Company Type Employer
Post Date: 05/16/2018 / Viewed 18 times
Contact Information
Company: Standard Chartered Bank Malaysia Berhad


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