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

Key Responsibilities/Challenges:

1. Business performance

• 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 mgt in delegated service teams
• Find service improvement opportunity for better working efficiency and effectiveness

2. Operations, Conduct and Risk Control

• Acknowledge, follow and implement bank job rotation policy/procedure that working location will be subject to detail arrangemnet on due with no objection
• Proactively drive productivity improvement and deliver efficient cost management through effective leadership in the service team.
• Perform execution quality goverance at branch level to ensure the timeliness, accurcy & completeness in transaction / PSGL etc system process, operational and compliance control, reporting of regualtory 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 esure 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.

3. Good people management and talent development

• 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 recource 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 recognising 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, develop, coach and retain talents

4. Client Centric Services in Operations

• 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, and 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 and improve MyVoice & eNPS score

5. Self Development

• 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

6. Customer Right Protection

• 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 eembed Consumer Rights Protection mindset when performing daily work

Selection Criteria:

? A university degree with 5-8 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.

上班地址：青岛