Job Summary

• Approve daily transactions for selected products as applicable (e.g. traveler’s cheques, cashier’s orders, currency exchange, merchant services, secure boxes) as well as transactions exceeding specified teller limits
• Manage Service Delivery – observe queue time and length; take action as needed to capacitize serving counters and/or managing customer traffic. Ensure that branch premises are maintained to the specified standard. Manage or recommend workflow changes for greater efficiency, improve turn around time
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
• General Reconciliation and Compliance Activities (may be individually assigned) which may typically include:
• Dual control of Cash functions
• Control of Security stationary, deliverables
• Review of processing entries and vouchers
• Follow-up with customers for returned deliverables as applicable (eg. cheque-books/ cards/ Pins/ Combi packs,



etc)
• Review of reconciliation proofs for daily control as well as surprise audit proofing
• Preparation of service quality and productivity management reports and other regulatory returns
• Rectification of internal control issues
• Ensure satisfactory ratings in all internal/external audits conducted at the branch
• Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated. Mandatory reporting of KRIs and teller productivity
• Ensure timely and accurate submission of all returns both internal and statutory for sales and service
• Ensure a proper control of Keys, combination settings and passwords that protect cash & valuables.
• Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars
• Ensure he/ she is fully aware of all the polici

📌 Branch Operation Manager (India)
🏢 Standard Chartered India
📍 India