Branch Service Manager

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Branch Service Manager

manager · Operations

Job Summary

Branch Service Manager (BSM) is responsible for managing activities that are part of operations and services in branch and to ensure all tools and infrastructure are always in working order. BSM must be highly motivated and is required to provide training on controls and procedures including generating constant ideas to help increase productivity and efficiency in branch to ensure branch operations and service run smoothly.

Key Responsibilities

• Support Sales Director to meet daily operations and service KPIs.
• Oversee branch operations, service quality and premises upkeep.
• Deliver excellent customer experience and handle feedback/complaints within TAT.
• Lead, coach and develop the branch operations team (tellers and support staff).
• Ensure strict adherence to controls, procedures, audits and regulatory requirements.
• Safeguard client data and ensure accurate daily cash, documents and account reconciliations.
• Review and verify onboarding forms for CDD and regulatory compliance.
• Drive completion of mandatory e-learnings and lead regular team huddles/meetings.
• Ensure full compliance with Group standards on AML/CFT and CDD, including transaction monitoring and suspicious activity reporting.
• Translate strategy into clear goals, drive high performance, and give regular, constructive feedback.
• Coach and develop team members to build critical skills and prepare them for future roles.
• Role-model the Bank’s valued behaviours, uphold strong risk and conduct standards, and foster an inclusive, accountable team culture.

Skills and Experience

• Banking experience with strong knowledge of banking practices, products, and policies  
• Proven track record in managing operations and delivering strong performance  
• Ability to coach, inspire and mobilise branch teams to high performance
• Demonstrated ability to build and sustain a service-focused culture  
• Strong interpersonal and complaint-handling skills 
• Good understanding of ABM rules and Bank Negara regulations

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Skills Matching