Branch Operations Manager Standard Chartered Bank - Tanzania

Job Description

Support Branch Manager on the day to day running of the branch and maintaining operational control and compliance.
 Assist the Branch Manager to achieve their service quality, cost management and profitability targets.
Creation of an operations environment that is continuously improving to meet standards along the measures of customer satisfaction,
Efficiency and productivity, while ensuring that risks are well controlled and processes are in compliance with local regulatory requirements.
Manage the in-branch operations and servicing staff with focus on capacity planning , security controls, people management , customer experience management.

The role entails the creation of an operations environment that is continuously improving to meet standards along the measures of customer satisfaction, efficiency and productivity, while ensuring that risks are well controlled and processes are in compliance with local regulatory requirements. 

Key Roles & Responsibilities 

Branch Operations Management
Ensure staff aware of and adhere to the compliance and control related policy and procedures such as Anti-Money Laundering ; Customer Due Diligence ; Treating Customer Fairly and mis-selling etc.
Ensure branch operations are smooth and efficient , achieve the service level agreement in term of both Turnaround time and quality of output
 Run branch capacity planning to ensure optimal resource is catered for business based on customer arrival pattern & transaction mix.
Conduct regular drill test with documentation on business continuity plan ; robbery and fire ; KCSA reporting and system testing
 Conduct regular monitoring and updates on branch manual , document storage , stock and float control of cash , security stationeries …
Customer experience & Efficiency management
Ability to coordinate delivery, within the branch, of the different Segment Customer Value Proposition based on holistic customer experience.
 Understanding of customer needs and wants and tailoring strategy and solutions accordingly
Resolution of service issues and effective complaints handling.
 Establish customer retention and recovery strategies.
 Customer visit management to maximize satisfaction during “ moment of truth “
People & Team Management
 Provide optimal resource to achieve service standards on turnaround time , queue time , wait time and staff productivity.
Equip staff with adequate skills and knowledge to deliver differentiated services exceeding customer’s expectation.
Financial performance
 Contribute to the branch profitability especially on cost management.
Ability to analyze performance and financial data to prioritize actions, drive resourcing decisions and capacity planning.
 Execute growth plans through the disciplined application of the Segment/Product growth models and strategy.
Operational Risk Management
 Ensure compliance with external and internal regulations and policies covering Operational, Credit, Reputational and People Risk.
Achieve KPIs set for operational, credit, people and risk parameters.
 Ability to recognize and understand risk and respond to various situations decisively.
Recognize and exercise sound commercial judgment & respond and resolve issues appropriately
Read, understand and comply with all provisions of the Group Code of Conduct.
Sound knowledge of all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.
Awareness of all the policies and procedures issued in relation to money laundering prevention.
Ensure CDD compliance for all new to bank and existing customers.
Ensure zero operational loss and effective complaint management.
Effective reject management.
Report any suspicious transaction immediately to the supervising officer of Fraud Control

Remain alert to the risk of Money Laundering and assist in the Bank’s effort in combating it by adhereing 

Qualifications & Skills 

Key Talent Themes required for a successful Branch Manager:
Motivation : Competitor, Intensity
Influence : Action Orientation, Courage 
Work style : Connectivity between Sales & Customer Centricity, Delegator, Planner 
Relationship : Accountability, Builder, Contribution, Encourager 
Thought Process : Growth Orientation, Performance Orientation 

How To Apply 

You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:

- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role 

- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information) 
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application

It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience. 

Diversity & 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.