Responsibilities

JOB DESCRIPTION

Strategy and Planning

Assist CSM/ASM to manage the branches and provide guidance to branch operations and service network.
Exceptional time management, communication and excellent customer service skills.
Responsible for all AML/CFT, risk management, compliance and audit matters as a Customer Service Executive (CSE) targeting a Good/Satisfactory rating.
Ensure Branch operations quality, customers satisfaction and service excellence at all touchpoints.
Ensure Key Performance Indication (KPI) & Key service index set by the bank are met. (e.g., 90% of customer served with 5-10mins).

Business Performance and Management

Perform daily banking transactions at the branch, including teller duties accurately and efficiently. Manage the cash activities at the branch.
Attend to all customer enquiries on banking products and service promptly.
Be customer obsessed and deliver excellent customer banking experience.
Handles clerical and administrative duties.
Adhere to regulations, Internal Policies and Procedures, Customer Service User Guides and SOP of the Bank.
Keeping a clean desk policy and professional appearance.
Be professional in engaging customers and always be courteous. (i.e., Greet, Service/Smile & Thank you!).
Handle currency, transactions and confidential information in a responsible manner. Maintaining and balancing cash drawers and reconciling discrepancy.
Inform customers about bank products and services.
To undertake any other duties which may be assigned by the Head of Department & supervisors from time to time.
Perform the needed security checks e.g. keeping a look out for counterfeit, validate customers identities/signatures. If staff has detected any fraud, to follow the Bank's protocol.
Complete required daily tasks e.g. checking of advices/vouchers and balancing cash position.

People Management

Monitors branch service, provide coaching and supervision to Officers to achieve standards set by the bank. Maintain department discipline and morale so that the department staff functions as a team.
Ensure staff are dressed professionally and branch premise is well kept and clean.
To attend relevant courses for upskilling.

Compliance

Comply with regulatory requirements, internal P & P, CSUGs & SOP.
Adhere to Governance, Risk Management and Compliance standards to achieve operational excellence.

Requirements

Qualifications

Professional Qualification and/or Regulatory, Licensing Requirements

Relevant Work Experience

Technical/Functional Skills

Personal Skills (Soft Competencies)

Branch Operations Specialist SG