Scope of Role:

Support LM in leading and driving excellent service performance at branch level on daily bases, which include

• Client Transactions handling at branch including system operations/Compliance check/document review and filing, due diligence in Start of Day/End of Day according to bank various standard/DOI/manual where applicable as well as keep high class of service level to our clients during services/transactions handling

• Branch service staff recruitment, retention, development, motivation, coaching and engagement in daily work to reduce potential staff attrition, build up long-run capability
  

职责范围：

负责协助主管带领和促进所在分支行在日常工作中取得卓越的服务表现，包括：

• 负责所在分支行的业务操作及各项与分支行有关的营运工作，包括系统操作/合规检查/文件检阅和归档，在执行日始的业务开展及日终审核工作中必须始终遵守并严格按照银行的各项标准/操作流程/操作手册(如适用)等要求 ，同时始终保持高水准的客户服务质量与体验
• 负责所在分支行在日常工作中的人员招聘，员工对银行忠诚度的培养，人才的发展，团队的激励，日常的工作指导等，从而减少员工的潜在流失，致力于员工长期的能力培养

Key Responsibilities/Challenges 主要工作职责/挑战

1. Business performance 业务表现

• Support service management and business in achieving business strategy focus and initiatives
• Support service management and business in driving service performance in term of productivity, execution quality and process risk management in delegated service teams
• Find service improvement opportunity for better working efficiency and effectiveness

• 负责协助所在分支行银行营运管理团队及业务部门实现银行拟定的战略重点及各项创新计划

• 负责协助所在分支行银行营运管理团队及业务部门提升并确保营运及服务团队良好的生产力、良好的执行质量及有效的风险管理

• 带领所在分支行不断找寻有可能提升工作高效高能的营运及服务的机会

2. Operations, Conduct and Risk Control 营运操作，行为规范和风险控制

• Acknowledge, follow and implement bank job rotation policy/procedure that working location will be subject to detail arrangement on due with no objection
• Proactively drive productivity improvement and deliver efficient cost management through effective leadership in the service team
• Perform execution quality governance at branch level to ensure the timeliness, accuracy & completeness in transaction / PSGL etc system process, operational and compliance control, reporting of regulatory reports, documentation management in good order, exceptions escalation so that no failure in following bank internal rules/group standard, regulatory requirements, authorized limit and delegation at the bank
• Lead branch service team adhere to bank Conduct Plan, and all control and assurance mechanisms to comply with all internal and external standards and policies in executions, and ensure conduct framework to be effective via well implementing RB Conduct Plan, and establish the appropriate control and assurance mechanism in daily work to comply with all internal and external standards and policies
• Lead branch service team adhere to laws and regulations, internal risk (including FCC risks as anti-money laundry, sanction, anti-bribery & corruption), compliance policies and the Group Code of Conduct; Well manage client complaints & CDD
• Maintain and enhance branch service staff awareness of operational risk management through training / accreditation as well as uplift the bar of risk control awareness and prioritize risk identification and mitigation in daily operation
• Contribute to local management team in developing strong relationships with local government and regulators where applicable to enhance the profile of the Bank
• With monitoring of processing flow and system behaviors, maximize the usage on resources, minimize the operational loss/error at branch level and ensure potential risks are covered by appropriate control procedures as well as its implementation during processing
• Make sure good MCA rating in branch audit and rectification actions identified from all kinds of CST/Spot Check/onsite inspection being fully followed and completed at branch

• 知晓并严格执行银行轮岗制度及操作规定，认真执行并服从银行就轮岗做出的通知及安排

• 带领所在分支行积极主动通过高效的营运管理提升生产力、高效的营运成本控制

• 监督和管理所在分支行日常工作的完成情况，确保及时，准确，完整的完成分支行的交易/PSGL等财务对帐系统的操作、运营及合规监管、监管报表的报送、文件的合规管理,及时汇报差错，确保所在分支行的操作严格遵守银行内部规定、集团政策、监管要求以及银行交易授权政策等

• 带领所在分支行严格遵守银行的行为规范守则，在执行中始终遵守银行内控及风险管理机制中要求员工执行的内外部各项规定及政策，确保所在支行的行为规范及操作能有效贯彻银行的合规要求

• 带领所在分支行遵守法律法规，内部风险(包括反洗钱，受制裁，反贿赂和腐败等风险)合规政策和集团行为准则的要求，妥善处理客户投诉及客户尽职调查

• 带领所在分支行员工通过内部培训以及相关培训测试，不断增强运营风险管理意识，提升风险管控意识,在日常运营中及时发现异常情况并减少潜在风险

• 协助当地管理团队配合当地政府及监管机构工作，建立紧密关系，提升银行的形象

• 负责所在分支行流程和系统操作的监管，实现资源的有效利用，确保操作及营运风险最小化，严格遵守银行内控流程有效避免潜在运营风险

• 带领所在分支行在支行审计中取得良好评级，跟进并及时完成各类审查/抽样检查/现场检查中提出的整改要求

3. Good people management and talent development 有效的人力资源管理与人才培养

• Develop strong leadership and lead by example
• Provide a safe and inclusive environment for service staffs at branch level to unleash their potential, create job and development opportunities for colleagues and consider internal and diverse talent when making hiring decisions
• Retain branch service resource capability at a stable level to support sustainable development of business, and support LM in talent development & retention to reduce the branch service attrition as well as to strengthen good succession plan
• Support LM in developing strong pipeline for branch service staff by effectively recognizing good performances to motivate and retain talents, and establishing talent pool to support business growth
• Ensure the branch service staffs who report to me are highly engaged as evidenced through the people objective measures
• Raise the bar for service leaders’ capability regarding how to hire, select, develop, motivate, coach and retain talents
• Work with LM/local business management on new hire probation management to ensure new hire probation management follows bank standard

• 在所在团队中发挥有效的领导能力，严以律己，以身作则

• 立志于为所在分支行的员工提供安全，多样的工作环境，使员工充分发挥潜能，为员工创造更多工作和发展机会，对人员的雇佣选择综合考量内部实际需求，以及人才的多样化

• 负责巩固所在分支行员工的凝聚力使企业做到可持续展，协助主管促进对人才的培养和对员工忠诚度的培养，降低所在分支行员工的离职率，同时加强对于继任工作的有效安排

• 协助主管为所在分支行员工建立明确的职业发展规划和前景，调动员工积极性，培养员工对银行的忠诚度，建立人才培养体系，促进银行的发展

• 确保完成所在分支行员工的绩效考核，客观真实审核员工的工作表现

• 提高所在分支行服务团队管理人员的人员管理能力，包括人员的招聘、选择，人才的培养，调动员工积极性，日常工作指导，提高员工对银行的忠诚度等

• 协助主管与当地相关业务管理团队完成对新入职员工(新员工或内部调动)培训计划的安排和执行，确保新入职人员管理严格遵守银行政策

4. Client Centric Services in Operations 贯彻“以客户为中心”的服务理念

• Lead branch service team to ensure that the highest standard of service in daily work, and take ownership for the change management (process & regulation) and keep a close eye on execution and process alignment

• Embed client centric mind in daily operation as well as to maintain up best in class front-line service

• Continue to advocate human banker and client centric service mindset in service staff for enriching internal and external customer experience

• Build SCB a great place to work

• 带领所在分支行员工在日常对外工作中始终给客户提供***的服务，确保分支行的执行和操作始终符合监管和流程的变化要求

• 带领所在分支行在日常工作中始终倡导“以客户为中心”的服务理念，给客户提供最优质的服务

• 带领所在分支行在服务中始终提倡“以人为本，以客户为中心”的服务理念,保持并提升内外部客户的服务体验

• 带领所在分支行始终立志于共同将渣打银行构建成一个员工和客户都喜欢的公司

5. Self Development 自我发展与提升

• Actively participate in various training programs arranged by the bank and keep self-learning on the laid down procedures/manuals and local regulation

• Actively participate in various campaigns related to service team and achieve the target

• Develop multi-product knowledge and job skills to support different segments and sales channels

• 积极参与完成银行安排的各项培训项目，主动学习银行内部流程/操作手册以及当地法规

• 积极参与与服务团队相关的各项竞赛活动并达到预期目标

• 深入学习银行各产品知识及职业技能，确保业务及产品知识可以支持不同业务线发展需要

6. Customer Right Protection 消费者权益保护

• Fully understand the importance of Consumer Rights Protection, prevent damage to consumers’ best interest

• Implement regulatory requirements related to Consumer Rights Protection, ensure to complete relevant trainings

• Always embed Consumer Rights Protection mindset when performing daily work

• 在日常营运工作中，带领所在分支行员工充分理解保护消费者权益的重要性，防止损害消费者的利益

• 在日常营运工作中，带领所在分支行员工始终遵守与消费者权益保护相关的法规要求，且确保完成相关培训

• 在日常营运工作中，带领所在分支行员工始终谨记以保护消费者权益为基础执行工作

Selection Criteria 职位要求

• For BOSM, a university degree with 5-8 years of related banking experience prevails; for SBOSM, a university degree with 8-10 years of related banking experience prevails
• Solid knowledge of bank products and services and banking procedures, equities markets, unit trusts and other personal investment services
• A team player who shows initiative and assertiveness
• Self-motivator who is keen to upgrade, improve personal knowledge and skills to meet job requirements
• Good command of both spoken and written English and Mandarin

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• 对于支行运营及服务经理，大学本科学历，5-8年银行工作相关经验优先考虑；对于资深支行运营及服务经理，大学本科学历，8-10年银行工作相关经验优先考虑
• 熟悉熟悉银行产品、营运及服务要求、理财保险产品
• 具有团队意识，主动坚定
• 有上进心，能自我激励，不断提高知识储备和技巧，以满足工作要求
• 具有良好的中英文写作和口语能力