Job Title: Branch Operations & Service Manager

Standard Chartered PLC is a British multinational banking and financial services company headquartered in Hong Kong, China. It operates a network of over 1,700 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs around 87,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services. Despite its UK base, it does not conduct retail banking in the UK, and around 90% of its profits come from Africa, United Kingdom, United States and the Middle East. Standard Chartered Bank Uganda is the longest established international bank in the country; the first branch was opened in August 1912. We had 11 branches up to 1972 and retained only one branch during the turbulence of the 70s. In 1998 we acquired 4 branches of former Cooperative Bank in November 1999. Standard Chartered Bank Uganda today has a network of 11 branches in Kampala, Jinja, Mbale, Mbarara and Gulu. Standard Chartered Bank Uganda has 29 ATMs and over 600 staff.

Key Duties and Responsibilities:

• Oversee service delivery, to review output of tellers, customer service officers, customer service consultants and service ambassadors to ensure adherence to branch service standards. To manage recommend workflow changes, where appropriate for greater efficiency.
• Quickly resolve exceptional investigations and liaise with other functions to ensure issues are resolved.
• Analyse and ensure timely and accurate reporting of management reports.
• Supervise, mentor and coach service staff, back office operations staff.
• Check and authorise internally raised entries in accordance with Delegated Authority.
• Ensure all branch staff are equipped with knowledge on policies and products in order, achieve operational excellence & a high Net Promoter Score.
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
• Build motivated, committed and focused front and back office teams, consistently delivering creative, precise and customer focused service.
• Supervise the learning and development of both the front and back office staff.
• Oversee the leave and succession planning of the front and back office units.
• Fully comply with all group policies, operational risk management procedures, KCSA, CAM & GIA to achieve satisfactory grades on local & Group Audits.
• Review & sign reconciliations of the branch suspense accounts, ATM cash reconciliations on a daily basis.
• Follow up on closure & rectification of all branch audits, Operational Risk, CAM & Compliance issues arising.
• Upload of differences in Phoenix
• Performance of KCSA in the branch.
• Review and check the branch security reports.
• Coordination of the BCP – robbery/fire/Bomb drill.
• Sit-in for the branch Manager while they are away.
• Ensure compliance with:
  • “Guidelines and procedures on “Customer Due Diligence “for account opening and on cross-border account opening referral” issued by group business and operations risk.
  • Controls and procedures on “Customer Due Diligence” introduced to addressed money laundering prevention and compliance risk.
  • Guidelines for the submission of suspicious transaction reports issued by head of legal & compliance/country money laundering prevention officer.

Qualifications, Skills and Experience:

• The ideal candidate for the Standard Bank opportunity should hold a University degree
• Five or more years of banking experience in Branch Operations and service
• Excellent analytical skills
• Excellent leadership skills (have managed bigger teams of more than 10-15 people)
• Good interpersonal skills
• Possess the ability to manage various stakeholders.

NB: 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 for the job:

If interested in working with Standard Chartered Bank in the above portfolio, Please send us visit Web link below and review requirements and thereafter express your interest by Clicking Apply Now

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  JOBS, Standard Chartered Bank