Branch Operations Specialist SG

Responsibilities: 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 • Minimally, a Diploma holder Professional Qualification and/or Regulatory, Licensing Requirements • Proficient in relevant computer applications • Knowledge of customer service principles and practices • Knowledge on basic Retail Banking products and services Relevant Work Experience • At least 1 year of tellering and/or branch banking experience Technical/Functional Skills • At least 1 year of tellering and/or branch banking experience • Organizational skills • Knowledge of proper cash handling procedures • Attention to detail • Strong mathematical skills Personal Skills (Soft Competencies) • Service-oriented • Strong Communication skills • Customer service oriented • Team Player • Meticulous • Interpersonal skills