Standard Chartered

The Role Responsibilities

Job Purpose 

• Provide prompt and efficient service related to Cash/Remittance/ NFT Department within the stipulated service delivery time
• Individual contributor supporting branch to achieve and sustain better customer experiences
• To project a professional and warm image, maintain operational control and continuous improvement in operational efficiency
• Taking additional roles or expansion of responsibility within the Branch. 

Strategy* & Processes

Deliver quality service while carrying out the following transactions related to cash & remittance for customers:

• Cash/Cheque deposits
• Cash/Cheque Withdrawals
• Foreign currency deposit
• Encashment/ Issuance of foreign currency/ USD PPC
• Accepting the stop payment instruction
• Accepting clearing cheques/Cheque purchase and Cheque collection
• Processing clearing cheques via ECC or via any such electronic system.
• Providing mobile teller service to selected customers of the Bank.
• Salary and account transfers of clients and staff accounts.
• Cash withdrawal from NRB or handling of Cash-in-Transit.
• Work as a custodian for Prime Keys / Keys as appointed by BM
• Demand draft/pay order instructions – accepting and processing
• Processing and issuance of Demand Drafts.
• Effecting internal account to account transfers
• Accepting and processing OTT, QPS, Local fund transfer and other bank drafts.
• Ensuring to maintain follow up trackers for uncleared / unpaid items. Such as pending draft/ clearing cheque etc
• Timely surrender Currencies including Foreign CCY to NRB
• Receiving and executing Good for Payment.
• Prepare Balance Certificate, APC, etc or any adhoc certificates
• Print and deliver customer Bank statement
• Process Cheque book/Debit card request and tracking of deliverables in country adopted documents flowing system or equivalent method.
• Prepare client letters as and when require.
• Ensure that all the above services are delivered with accuracy, warmth
• Maintaining amiable and cooperative environment within team members and can work in collaboration to produce a solution or outcome supportive to branch efficiency.
• Assist in Service Delivery by ensuring timely service to customers so customer traffic is efficiently managed, and customer wait time is kept at minimum.
• To be well versed with the BCP of the branch.
• General reconciliation and Compliance Activities at their level, which may include:
• ATM, Locker and Vault/Prime custodian (As and when appointed by BM)
• Dual control of cash functions
• Control of security stationary
• Review of processing entries and vouchers
• Process and monitor internal account entrie
• Cross individual transaction/ vouchers/ documents review within branch
• Ensure proper collection of charges/fees from the customers
• Proper record maintenance for waiver of charges and cost
• Responding and resolving customer’s queries and complaints.
• Escalation to line manager or relationship manager for the transaction/ dispute/ complaint related to clients
• Meeting deadlines of any internal and external or regulatory reporting and ensuring accurate data or information are reported. 
• Obtain feedback periodically from customers regarding our service standards and escalate the same to line managers
• Work as a relief staff for remittance/reception/ATM and for extra banking hours as and when required

Sales and Digital Solutions Referrals:

• Identify prospects for cross selling from observation of customer transactions and highlight the same to Salesperson.
• Identify high depositors/top notch customers and encourage them to retain account with us by giving personalized service
• Identity potential customers for our revenue products and non-revenue products
• Educating customers about direct banking channels so specific transactions can be migrated to ATMs, QR code and encouraging for digitization.
• Becoming well versed with digital platforms and varied digital solutions that Bank can offer and encouraging client to migrate their transaction in digital platform wherever possible.

Risk Management* & Governance

• Delivery of Deliverables to the customers (Cheque Book/ Statements/ Cards, etc) as appointed by the BM and effective reconciliation of activities.
• Achieve good audit rating and ensure no repetition of past comments.
• Ensure to update error logs with appropriate approval
• Contain cost within budget and initiate cost cutting measures.
• Escalate customer complaints for resolution and non-recurrence of it.
• Ensure to be well versed with latest DOI, Process notes, GPS, local regulations, NRB guidelines and adherence
• Ensure to follow all controls and laid down procedures without skipping the process and escalate to immediate line manager should any error or issue be identified during the process for remediation.
• Understand the OTC high value transaction (deposit/ withdrawal) of the customer on daily basis and fill the necessary SOF and POT as required.
• Escalate any suspicious transaction and unusual transactional pattern to line managers or raising through SAR/ speaking up.
• Take personal responsibility for understanding the risk and compliance requirements of the role.
• Ensure to collect necessary information during transaction hour from Client and update accordingly in the system for mitigating measures to combat Anti-money laundering and terrorist financing.
• Ensure all the documents, vouchers or instruction carrying client information or etc are filed/ archived securely and effective filing method is applied within branch. Transactional batches must be securely dispatched to archival team at agreed frequencies. 

KYC/ CDD and Anti Money Laundering & Group Policies:

• Ensure timely understanding and compliance with all the applicable regulations of the Bank, Group and Country including money laundering prevention and KYC. Any suspicious transaction must immediately be reported to the supervising officer. 

Health and Safety Responsibility

• Take reasonable care for the health and safety of co-workers and those who may be affected by own actions or omissions.
• Co-operate with Management to support and promote Health and safety in the workplace.
• Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner;
• Report all accidents and incidents in bank internal portal and bring into the attention any hazard in the workplace.
• Participate in all the Health & Safety awareness programme organized by Health & Safety Coordinator

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Embed the Group’s Values and Group Code of Conduct to ensure adherence with the highest standards of ethics. Comply with relevant policies, processes and regulations, as part of the culture.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Other Responsibilities

• Embed Here for good and Group’s brand and values in Nepal/ CPBB Segment/Branches.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); 

Additional Responsibilities

• Be appointed as Fire warden/ First Aider Warden or such security disseminator warden as per BM instruction.
• Responsible to conduct various Drills in coordination with DCC or BM instruction. 
• Conduct Fixed Assets Reconciliation, Store/ Record Management, Branch maintenance; Security control measures etc as per BM or LM instruction.
• Be aware, full involve and compliance with BCP, BIA or BCP walk through programs as and when Branch initiates such planning or testing relating to them. 
• Assist salesperson/ executive/BM in various customer services activities like amendments, FD setup, account opening etc.
• Perform review of accounts, information collection, follow ups, letter issuance as required. 
• Participate in Branch Sales planning in order to achieve allocated target budget or proactively enrolling into sales referral incentive model.

Our Ideal Candidate

• Education: Bachelor’s degree
• Languages: Nepali, English

Role Specific Technical Competencies

• Computer Applications – MS, Functionality
• Communication Skills
• Understanding Skills
• Interpretation Skills
• Collaboration Skills

About Standard Chartered 

We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers