>Assist Branch Manager to achieve their service quality, cost management and profitability targets
>Creation of an operations environment that is continuously improving to meet standards along the measures of customer satisfaction, efficiency and productivity, while ensuring that risks are well controlled and
processes are in compliance with local regulatory requirements
>Manage the in branch operations and servicing staff with focus on capacity planning, security controls, people management, customer experience management
>Support PFC’s in account opening formality and CDD documentation
>Assist in handling customer queries and managing customer complaints
>Drive channel migration by introducing self services/automated banking channels to customer queuing at branches
>Generate new sales referrals to customer queuing at counters or ATM
Key Roles & Responsibilities
Customer experience & Efficiency management
>Drive customer satisfaction through interaction with customer including account opening & CDD process, queries or complaints handling, channel migration and cross selling
>Support branch to achieve NPS & CSS targets
>Ability to coordinate delivery, within the branch, of the different Segments Customer Value Proposition based on holistic customer experience
>Understand customer needs and wants and tailoring strategy and solution accordingly
>Resolution of service issues and effective complaints handling
> Establish customer retention and recovery strategies
>Customer visit management to maximise
Qualifications & Skills
Relevant degree or banking experience for 5 years and above
> Excellent communications skills
> Ability to work as a team and manage team
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 to 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.
