Job Summary

Strategy:

• Assist the Senior Branch Operation & Service Manager and Relationship Manager in achieving or exceeding business targets.
• Manage and oversee daily operations for Priority Banking customers.
• Enforce adherence to office rules, branch controls, and operational procedures.
• Collaborate with the Relationship Manager to provide high-quality service to customers, identifying sales opportunities for maximizing new business acquisition.

Processes:

• Report encountered issues and recommended solutions to the Senior Branch Operation & Service Manager.
• Maintain sales and service monitoring through data tracking and system input.
• Verify sales documents and follow up as necessary.
• Conduct sales activities such as tag-on sales, cross-selling, customer enquiry screening, and compiling prospect lists.
• Ensure compliance with money laundering prevention procedures and report suspicious activity as required.
• Scrutinize daily reports for unusual entries that may need further investigation.

Key Responsibilities:

People and Talent:

• Aid the Senior Branch Operation & Service Manager in overseeing the Priority Banking Team's operations.

Governance:

• Evaluate the effectiveness of the Group's governance arrangements, oversight, and controls.
• Maintain awareness of the regulatory framework and requirements relevant to the role.

Regulatory & Business Conduct:

• Demonstrate exemplary conduct and compliance with the Group's Values and Code of Conduct.
• Embed high ethical standards and ensure regulatory compliance.
• Drive outcomes aligned with the Bank's Conduct Principles.
• Identify, escalate, mitigate, and resolve risk, conduct, and compliance matters collaboratively.

Key Stakeholders:

Internal Contacts:

• Branch sales and service staff.
• Frontline business stakeholders.
• Retail Banking department stakeholders (Strategy Branch Operations & System / CEPG, etc.).
• Support functions (IT / Audit / Finance / HR, etc.).

External Contacts:

• Retail Banking customers.

Skills and Experience:

• Understanding of Anti-money Laundering Policies and Procedures.
• Customer interaction skills.
• Ability to understand customer needs.
• Proficiency in customer support policies, standards, and procedures.

Qualifications:

• Experience in Customer service.