Branch Operations Specialist SG

Responsibilities

 

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 Indicators (KPI) and Key Service Index set by the bank are met (e.g., 90% of customers served within 5–10 minutes).

 

Business Performance and Management

• Perform daily banking transactions at the branch, including teller duties accurately and efficiently. Manage cash activities at the branch.
• Attend to all customer enquiries on banking products and services promptly.
• Be customer-obsessed and deliver an excellent customer banking experience.
• Handle clerical and administrative duties.
• Adhere to regulations, internal policies and procedures, Customer Service User Guides and SOP of the Bank.
• Maintain a clean desk policy and professional appearance.
• Engage customers professionally and courteously (e.g., greet, service with a smile, and thank you).
• Handle currency, transactions and confidential information responsibly. Maintain and balance cash drawers and reconcile discrepancies.
• Inform customers about bank products and services.
• Undertake any other duties assigned by the Head of Department and supervisors from time to time.
• Perform required security checks (e.g., look out for counterfeit notes, validate identities/signatures). If fraud is detected, follow the Bank’s protocol.
• Complete required daily tasks such as checking advices/vouchers and balancing cash position.

 

People Management

• Monitor branch service, provide coaching and supervision to Officers to achieve standards set by the bank. Maintain department discipline and morale so the team operates cohesively.
• Ensure staff are dressed professionally and the branch premises are clean and well maintained.
• Attend relevant courses for upskilling.

 

Compliance

• Comply with regulatory requirements, internal P&P, CSUGs and SOPs.
• Adhere to Governance, Risk Management and Compliance standards to achieve operational excellence.

 

Requirements

 

Qualifications

• Minimum of a Diploma holder.

 

Professional Qualification and/or Regulatory, Licensing Requirements

• Proficient in relevant computer applications.
• Knowledge of customer service principles and practices.
• Knowledge of 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.

 

Providing exceptional service to our customers by handling routine tasks such as accepting/withdrawing deposits, processing payments/transfers, etc., with accuracy and efficiency. Resolve any complaints or account discrepancies and respond to customers’ queries professionally.