To be the control keeper of the Instant Banking Centers under your charge, ensuring compliance with all processes and procedures
Manage the instant banking centers service platforms in leading a team of service staff to deliver a remarkable service to our customers and achieve high level of customer satisfaction.
To assist the Instant Banking Center Branch Service Head with day to day operations within the Instant Banking Centers.
Back-up for Instant Banking Center Branch Service Head in his/her absence
Key Responsibilities Compliance & Controls:
Ensure branch fully complies with applicable legislation related to business operations (e.g., operating standards, regulations, institutional policies & procedures and local regulations)
Work closely with the Operations department in periodic reviews to improve process efficiency and productivity
Ensure documents requested by Sales Compliance for MCA are carried out in a timely fashion with minimum finding and errors highlighted in findings should not be repeated.
Process Management:
Ensure branch operational processes are properly understood with appropriate controls in place at all times
Carry out periodic reviews of process efficiency, actively propose opportunities for efficiency or greater ease of use to staff and customers
Ensure process manuals are up to date and staff are trained and qualified in their use
Ensure all daily process control checklists (or similar) are properly maintained and any issues escalated in a timely manner
Customer Service:
Develop and execute the branch service plan to maintain high service standards
Resolve customer complaints and issues efficiently to minimise business and franchise impact, escalating to the IBC Service Head when appropriate
Monitor quality and timeliness of customer service delivery to ensure client satisfaction and maximise sales
Maintain attentiveness to potential “red flag” issues associated with AML or fraud
People Management:
Ensure measurable goals are in place for all direct reports by the end of the first quarter
Conduct thorough mid-year and year-end performance assessments
Conduct development and career planning conversations, ensuring development plans are in place to support development and mobility
Retain high performing employees and take action on under-performers
Develop diverse candidate slates for all open positions
Share vision, goals & targets with team and provide feedback, direction and learning opportunities.
Encourage “Embrace growth and learning opportunities” attitude and widen job knowledge by ensuring regular training curriculum and timely feedback and coaching to team members.
Recognize and reward superior service performers through the Bank’s rewards programs.
Grooming of team to achieve service recognition awards, SQMP, CAC award.
Continually reinforce inter-departmental synergies and promote team cohesion and spirit within the organization culture of strong teamwork.
Going beyond serving customers with their transactional needs to creating a signature experience for customers by motivating each staff to do a little more each day to delight customers and sharing their experiences with the team.
Administration:
Respond to emails, e.g., enquiries for information, communications with other departments, customer feedback and issues, etc.
Disseminate information and changes in processes to staff as necessary
Perform all required “checker” functions and “day 2” checks
Take full ownership of escalated customers’ problems and exercise empowerment to ensure complete customer satisfaction of problem resolution.
Maintain brand image and ensure that the instant banking centers provide a seamless and consistent experience for clients.
Maintenance and housekeeping of lobbies, ensure no general housekeeping complaint, prompt follow-up with CRS for any maintenance, professional upkeep of instant banking centers.
Ensure escalated isolated incidences are promptly escalated to stakeholders and properly managed to avoid negative publicity & maintain brand image & reputation
Knowledge Management:
Keep product, banking operations and legal compliance knowledge up to date
Awareness of company policies and procedures
Keep up to date with bank systems and technology
Develop service strategies to bring about joint efforts from all customer contact points and other internal departments to deliver problem-free and timely service by reviewing problem incidences, eSMS trends and branch walk in transactions MIS.
QualificationsQualifications
Knowledge/Experience/Technical skills:
At least 3-5 years experience in the retail banking environment leading and supervising a team
Familiar with shift hours working environment will be an advantage
Good knowledge of local banking regulations
In-depth knowledge of company policies & systems
Good knowledge of banking products
Excellent presentation and communication skills
Personal Skills:
Independent
Good people’s management skills
Analytical and detail oriented
Strong leadership – ability to lead all functions to deliver a common objective
