2. Assist the branch Manager to achieve their service quality, cost management and profitability.
3. Creational of operations environment that is continuously improving to meet standard along the measure of the customer satisfactions.
4. Manage the in-branch operations and servicing staff with focus on capacity planning, security controls, people management, and customer experience.
Key Roles & Responsibilities
•BRANCH OPERATION 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.
•Ensure Branch operations are smooth and efficient; achieve the service level agreement in terms of both Turn Around time and quality of output.
•Run branch capacity to ensure optimal resource is catered for business based on customer arrival pattern and transaction mix.
•Processing of Branch expenses
•Conduct regular drill test with documentation on business Continuity Plan; robbery and fire; KCSA, KIR reporting and system testing.
•Management of the Branch Key Register
•Conduct regular monitoring and up dates on branch manual document storage stock and float control of cash, security stationeries.
•Maintain records of Contractors and Overall Maintenance of Bank Assets
•
•CUSTOMRE EXPERIENCE & EFFICIENCY MANAGEMENT.
Ability to coordinate delivery, within the branch, of the different Segment Customer Value Proposition based on holistic customer experience.
•Understand of customer needs and wants and tailoring strategy and solution accordingly.
•Perform Call-backs to confirm payments /customer instructions
•Manage outward and inward clearing processes
•Manage to conclusion audit and socialization issues
•Manage Human Resource issues (e.g. local leave, training, allowances and overtime)
•Resolution of service issue and effective complaints handling.
•Establish customer retention and recovery strategies.
•Customer visit management to maximize satisfaction during Moment of Truth.
•
•PEOPLE AND TEAM MANAGEMENT.
•Proved optimal resource to achieve service standard on Turn around Time, queue time, wait time, and staff productivity.
•Equip staff with adequate skill and knowledge to deliver differentiated service exceeding customer expectation.
•
•FINANCIAL PERFOMANCE.
•Contribute to the branch profitability especially on cost management.
•Ability to analyze performance and financial data to priorities 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.
•Ensure compliance with external and internal regulations and policies covering operational, credit, Reputational and People Risk.
•Achieve KPIs set for operational, credit, people and risk parameters.
•Ability to recognize and understand risk and respond to various situations decisively.
•To report Unit’s operational risk issues and losses to UORM
•Responsible for achieving satisfactory audit grades for branch
•Daily checking of unpaid cheques reconciliation
•Manage timely submission of returns (e.g. Alerts, Branch Expenses and Suspense accounts)
•Ensure you remain alert to the risk of money laundering as assist in the banks efforts in combating it by adhering to the key principles in relation to identifying your customer, knowing your customer, reporting suspicious activity, safeguarding records and not disclosing suspicions to customers.
Qualifications & Skills
•University Degree or its equivalent
•At least 2 years banking experience computer literate
•Knowledge and ability to operate/eBBS & PC skills
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
Diversity & 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.
APPLY NOW
Branch Operation Manager Standard Chartered Bank - Tanzania
Reviewed by Unknown
on
10:55:00 AM
Rating: