Branch Operations Specialist SG
CIMB Singapore · Singapore
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 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