Branch Operations Specialist SG

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 - 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

• Branch Operations Executive

  RHB Singapore · Singapore