Manager - Business Channels (Customer Service & Operations)

Description

SummaryResponsible for both the execution and control of branch financial transactions. Will accept and process transactions directly from customers during peak periods. Approves high value transactions for junior staff. Will manage subordinate Tellers and CSEs daily activities. Executes back office processing and control functions when not directly serving customers or managing staff. Key Responsibilities and Accountabilities Functional (job responsibilities)

• Ensure internal control and compliance are not compromised.
• Champions service performance within the branch (queue management, complaint handling, SST uptime, customer experience)
• Approve, Review and Audit Teller and Related Branch Financial Transactions (End of Day Financial Transaction Checking, Balancing, Reconciliation, etc.) in order to Prevent and Detect Fraud and Errors
• Staff Capacity planning (staff leave administration & relief arrangements)
• Ensure Self-Audit Check is carried out diligently as required
• Succession Planning for 2nd liners to take on higher role, i.e. CSOM position
• Drive CASA deposit base growth and customer growth and cross selling to achieve branch ops target assigned.
• Work towards Unit Trust and Banca certification.
• Relief Branch Manager functions as and when required.

Managerial (team / group responsibilities)

Organizational (organizational responsibilities)

Education / Qualification

Experience

Special Skills

Certification / Licensing Requirements