Branch Service Manager

  • Competitive
  • Singapore
  • Permanent, Full time
  • United Overseas Bank
  • 22 Apr 18

Branch Service Manager

Job Description:

A multi-functional role, performing the purpose of a One-Stop Service Provider. To develop A seamless end-to-end customer experience without Hands-off at branches. Reports to Customer Service Manager (CSM).Together with CSM, supports the Branch Manager for the overall branch profitability, sales, operations and quality service.

Operations and Customer Service Management
  • Assist the customer service manager in ensuring the smooth running of daily branch operations and meets all service delivery standards in achieving total customer satisfaction.
  • Perform frontline counter transactions to meet customers' transactional needs, both cash and non-cash related.
  • Process all types of Account Opening and Fixed Deposits transactions.
  • Application of all e-services - both personal and corporate.
  • Exercise vigilance when performing transactions and to highlight any unusual or suspicious transactions.
  • Authorize transactions and account opening within delegated authority.
  • Supervise counter and banking hall activity and ensure customers are promptly attended to and reduce customer waiting time.
  • Respond to queries and assist to resolve service issues and complaints promptly and satisfactorily.
  • Maintaining a high standard of operational control and are in full compliance with internal and external regulatory requirements and corporate guidelines
  • Ensure an organized and concerted approach towards identifying and addressing customers banking needs
  • Review branch reports and initiate appropriate follow-up actions on unusual or exceptional items.
  • Assume the responsibilities of registered key / combination holder to fast cheque box, cabinet, safe, vault and branch premises. When appointed cash role, to undertake joint custody of vault cash and manage cash position within cash limits
  • Assist CSM with manpower management, ensuring adequate staffing and optimizing deployment of staff.
  • Project a professional business image through high standard of personal grooming.
Sales Management
  • Create awareness on Bank's wide array of products and services and actively introduce suitable products to customers.
  • Performance measured by growth in Deposits and Accounts Acquisition, Wealth referrals, Housing Loan and Business Banking Loans, PIBs and Cards Referrals.
  • Provide efficient service in meeting customers' banking needs and working as a team in achieving individual and team revenue targets. Targets will be established based on Bank/Channels' target cascaded down to each BSM.
  • A recognized tertiary education with at least 3 years' experience in service related positions, previous SQ experience preferred.
  • Excellent people management and communication skills, able to engage customers from all levels.
  • Highly motivated and driven, comfortable with sale targets

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