Standard Chartered Bank is a leading international bank, with more than a 150-year history in some of the world’s most dynamic markets.
We bank the people and companies driving investment, trade and the creation of wealth across Asia, Africa and the Middle East.
With 1,600 branches and offices in 70 countries, we offer exciting and challenging international career opportunities.
Job Title: Client Service Executive
Job description
Strategy
- Customer Service
- Attend to customer sales / financial enquiries.
- Support acquisition and growth of customer relationships through
- Back up custodian of TSM’s vault keys and ATM combo and ATM entrance keys
- Back up custodian to TSM’s stock of cheque book, cards, returned cheques and captured cards
- BVN Enrolment
- Evaluate customer needs and provide advice as to products required.
- Cross sell bank products to current / potential customers.
- Facilitate the account opening process (for rm sourced and in-branch accounts)
- Prepare weekly reports on service issues & in branch accounts opened
Know Your Customer
Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the principles in relation to:”Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to Customers”.
Business
Referral
- Identify other business opportunities and refer same to relevant units within the bank
- Support the Branch Sales & Service Executive in sales and management of front office desk
- Complaints handling and resolution
Processes
- Customer satisfaction
- Attainment of branch sales & service targets.
- Management of uncollected items [ chq bks & cards]
People and Talent
- Staff Versatility – ability to handle minimum 2 job function per staff
- Ensure minimum monthly training for branch staff
Risk Management
Operational Risk Policy
- Ensure money laundering requirement as follows:
- Full awareness of money laundering prevention.
- Ensure reduced / minimal operational irregularities.
- Resolving exceptional investigations and inquiries and liaising with other functions to ensure that issues are resolved.
- Analysis and reporting of management statistics
- Act as the responsible party under the Group’s Risk Management Framework including relevant Operational Risk Framework ownership for branch sales and service related risk. Ensure a full understanding of the risk and control environment in area of responsibility
- Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to:”Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”, observe clear desk policy always.
- Monitoring of Front Office Branch registers to ensure compliance with standards.
Governance
- Responsible for assessing the effectiveness of the Group’s 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.
- Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
Regulatory & Business Conduct
- Display exemplary conduct and live by the Group’s 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
Qualifications and Skills
- Academic or Professional Education/Qualifications; First degree (minimum of a second class degree) from a University
Diversity and 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
How to Apply
Click Here to Apply
Job Title: Branch Manager
Job description
Strategy
- To deepen existing Customer relationships and maintaining operational efficiency while providing the appropriate Service Standards.
- Active participation in the Shared Distribution strategy to execute branch action plans for meeting cost targets and supporting revenue growth.
- Deliver the Bank’s “Wealth Partner” value proposition to Customers via the “plan, build and protect” methodology.
- Ensure full Compliance with group standards, local laws and regulations, controls and procedures of the bank.
- To undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls.
- Assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the Unit.
- To assist in managing the sales process for WB customers and selectively acquire new CB business where required.
KYC
Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the principles in relation to:”Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to Customers”.
Ensure your staff are trained in combating money laundering
Business
Budget
- Responsible for monitoring & controlling branch costs
- Responsible for deepening sales to WB customers and selectively acquiring CB customers
Processes
- Plan today’s activity.
- Review week’s activity.
- Agree next week’s activity.
- Agree remedial actions.
Review individual performance with team leaders.
- Sales training sessions.
- Disciplinary Process (Manage up OR out).
People and Talent
- Improve staff quality and develop their potentials.
- Convey Targets and objectives set by top management to all staff and direct resources towards achievement of these targets and objectives.
- Provide job rotation and OJT opportunities to enhance staff skills.
- Carry out staff competency model (personal development planning) and performance appraisal to encourage good performance and highlight areas for development.
- Communicate Bank and CB strategy and tactics.
Support Roles.
- Provide efficient operational support to all business units.
- Provide high quality financial services.
- Provide account maintenance and support.
Characteristic Major Activities
- Weekly sales activities.
- Oversee customer account maintenance/transaction activities.
- Sign all Level 3 accounts
- Sign off on all deferrals
- Does KCS on at least 5% of all accounts opened for the month to ensure Quality control.
- Provide leadership and team building.
- Cost Control.
- Routine managerial duties (review operational deficiency/premises issues/performance appraisal and training/operational and cost control
- Resolve escalated customer queries and complaints.
- Improve staff productivity/service quality.
Risk Management
- Ensure, through the Personal Financial Consultant and Operations Manager, proper control and efficiency of Branch.
- Responsible for undertaking the business monitoring and testing, and reporting findings, exceptions and results from such monitoring and testing activities.
- Ensure, through the Branch Operations Manager, reconciliation of all branch suspense accounts.
- Supervise work delegated to staff.
- Alert to unusual items, unbalanced positions, irregularities and long outstanding transactions.
- Ensure good operating security measures in the branch.
- Limited responsibility for branch Compliance Risk Monitoring.
ORMA- Responsible Person
- To undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls.
- Assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the Unit.
- To perform the following key responsibilities:
Security and Safety
- Responsible for the safety and security of the banks assets and property at the branch.
- Ensure all drills are conducted in line with procedure and prescribed frequency.
- Ensure all staff and new staff go through security training, undertake SAFE and ensure security awareness.
- Submit quarterly scorecard and advise on lesson learnt.
Anti Money Laundering and KYC Process and Controls.
- To be the branch’s Chief Compliance Officer.
- To act as the branch’s Money Laundering Prevention Officer (MLPO)
- Supervise the Personal Financial Consultant to ensure compliance with:
- Remain alert to the risk of money laundering and assist in the Bank efforts in combating it by adhering to the key principles in relation to: Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers. Ensure your staff are trained in combating money laundering
Service Quality
- Accountability for SQ measures and performance.
- Maintaining good appearance of branch facilities and staff.
- Ensure strict compliance with corporate branding and visual standards.
- Act as the responsible party under the Group’s Risk Management Framework including relevant Operational Risk Framework ownership for branch sales and service related risk. Ensure a full understanding of the risk and control environment in area of responsibility
- Track service performance regularly and rectify any deficiency.
- Attend to and resolve customer’s complaints and feedback promptly.
Governance
- Responsible for assessing the effectiveness of the Group’s 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.
- Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
Regulatory & Business conduct
- Display exemplary conduct and live by the Group’s 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 branch team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Financial Crime Prevention; The Right Environment.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Qualifications and Skills
- Academic or Professional Education/Qualifications; First degree (minimum of a second class degree) in any higher institution
- Professional Memberships; CIBN or any relevant certification
Diversity and 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
How to Apply
Job Title: Branch Operations & Service Manager
Job description
Strategy
Branch Operations & Support
Job description
Strategy
Branch Operations & Support
- Responsible for the setting of branch support managers operations objectives, performing their respective appraisals as well as their training / development.
- Responsible for achieving the satisfactory grades in branch audits.
- Responsible for the provision of support, advice and guidance to the branch network regarding all areas of operations.
- Manage and control the activities of your direct reports and ensure that they are consistently appraised, motivated and performance is optimized.
- Monitor & control branch teller differences
- Responsible for monitoring stock of stationery items in the branch
- Data validation and control
- Authorisation of account opening and other documents on filenet
- to perform call back with account holders on third party transactions in line with current call back matrix and DOI
- Branch Lower vault key and Combination custodian
- Back up ATM hood and Vault key custodianship
- Responsible for overall maintenance of the Branch assets
- Custodian of Key register
- Dual custodian for Branch vault
- Responsible for ensuring the reconciliation and control of the various branch suspense accounts and ensuring outstanding are well managed.
- Responsible for supervising the ATM custodian and ensuring proper reconciliation of ATM related accounts.
- Monitor Frauds & forgeries in the region and recommend / implement appropriate actions to minimize occurrence of the same.
System Admin / IT Support
- Branch power
- ATM operations and control
- Provide operational support for Customer Payroll processing Product
- Responsible for implementing, & managing automated distribution channels in Branches e.g. card based services, ATM’s ensuring associated projects comply with group requirements on controls.
KYC
- Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the principles in relation to: “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to Customers”.
- Ensure staff are trained in combating money laundering
Branches Stability
- Branch Clean up: Creation, generation & analysis of management reports on operational/risk issues.
- Create & implement processes/policies which will ensure that on-going operations are in order and which will result in superior delivery of services.
- awareness and understanding of the Group’s business strategy and model appropriate to the role
Business
Budget
- Responsible for monitoring & controlling branch costs
- Responsible for Finance process re-engineering (reimbursement by H/O)
- awareness and understanding of the wider business, economic and market environment in which the Group operates
Processes
Operational Risk Monitoring
- Ensures all Branch transactions comply with internal and external policy and regulations-responsible for reviewing the following reports:
- System ID Control Report
- Daily EOD Snapshot Report
FX Tellering
- Withdrawal / deposit
- PTA / BTA sales
- TT processing
- Cash stock control
Clearing
- Outward clearing processing and control
People and Talent
- Demonstrate active leadership in leading the way initiative.
- Q12 impact plans followed through and achieve improved scores with continuous staff engagement.
- Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
- Employ, engage and retain high quality people, with succession planning for critical roles.
- Responsibility to review team structure/capacity plans.
- Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
- Build and create an effective back up to functions
- Total Utilisation of all staff Leave by year-end.
- Create and maintain staff awareness through training and monthly Branch meetings.
- Staff Versatility – ability to handle minimum 2 job function per staff
- Ensure minimum monthly training for branch staff
- Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
Risk Management
Operational Risk Policy
- Ensures all Branch operation practices comply with risk and compliance procedures & processes.
- Responsible for identifying and escalating areas of risk / loss and or system inefficiencies typically NOT covered by ORP documentation to UORM and wherever possible finding solutions to the aforementioned risks.
- Ensure completion of all Leading Key Risk Indicators/ KRI’s / KCSA issues relating to the branch.
- Responsible for ensuring the quality of ongoing monitoring and issue resolution
- Conduct the relevant risk training for the line staff and act as business partner to provide OR advise on new business products and initiatives.
- Responsible for developing the relevant control measures and monitoring plans
- To identify and report all weaknesses inherent in the standard controls
- To maintain independence in the conduct of KCSA, i.e. not selecting and reviewing sample of self-performed transactions
- Act as the responsible party under the Group’s Risk Management Framework including relevant Operational Risk Framework ownership for branch sales and service related risk. Ensure a full understanding of the risk and control environment in area of responsibility
- To assist UORM in developing and updating of procedures, controls and monitoring plans for Operational Risk Management
- Act as OR Coordinator for the section
- To adhere to the agreed KCSA plans and approach
- Responsible for consolidation & submission of all Branch Operational Risk documentation to UORM.
- To maintain proper record keeping on all KCSA related activities
- Initiate and coordinate efforts in implementing new regulatory and internal policy requirements
Governance
- Responsible for assessing the effectiveness of the Group’s 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.
- Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
Regulatory & Business conduct
- Display exemplary conduct and live by the Group’s 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 branch team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Financial Crime Prevention; The Right Environment.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Other Responsibilities
- Embed Here for good and Group’s brand and values in the branch,
- Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
Qualifications and Skills
- Academic or Professional Education/Qualifications; First degree (minimum of a second class degree) in any higher institution
Diversity and 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
How to Apply
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