Branch Service Manager Job Listing at Standard Chartered in Singapore

Job Description


1. To manage branch service delivery, displaying & demonstrating SCB customer chart in providing excellent, accurate fast service to SCB customers. Ensuring adherence to specified service standards (refer to scorecard), including Banking Hall Merchandise, display, premise and queue management.

2. To lead, coach & supervising staff to deliver excellent service.
Key Roles & Responsibilities


Management of Service Delivery
Provide competent help and excellent customer service to complete customer's experience. This includes :-
- Ensure the branch operation floor is run effectively and customer needs & request are met.
- Ensure customers are being served within stipulated standards (refer to scorecard)
- Managing the branch queues for teller & sales counters.
- Assist customers in queries, handling feedbacks & complaints.
- 100% acknowledgement (Verbal /holding reply) of customer complainsts and follow up closely for resolution within stipulated SLA per complaints management process.
- Enhance sales & operations processes & branch servicing model that affect sales efficiency and prolong customer serving time.

Management of Staff
- Leading, coaching & supervising staff to deliver excellent service.
- Assisting sales staff with operations procedures

Sales Management
- Generate new sales opportunities by proactively referring customers with banking needs to respective Sales staff for cross-selling & up-selling opportunties.
- Identify & address customer' immediate needs & always ensuring a positive customer experience.
Qualifications & Skills


- Minimum Diploma and above.
- Experience individuals from service industries and have up to 2-3 years of experience may also apply.
- Individuals who possess a service oriented, good communication skills & interpersonal skills.
- Pleasant disposition and ability to devleop strong strong customer relations.
Diversity & Inclusion


Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.