Position: Proximity Operations Executive

Job Description

Job Summary

• Manage ATMs and ensure quality service from this Alternate Delivery Channel
• Escalate Problems of ATMs to the POM – ATM and vendor support to ensure timely resolution.
• Assist in managing and ensuring the delivery of quality service to customers and to ensure sufficient cash reserve ATMs all the time.
• Assist POM- ATM to improve the service quality of ATMs which may include newer project implementation.
• To project a professional and warm image and to assist the supervisor in maintaining operational control and improving operational efficiency.
  
  

RESPONSIBILITIES*

Service Delivery

• Liaise with concern stakeholders for timely resolutions for problems relating to ATM, ensuring delivery of superior customer service through this alternate delivery channel.
• Coordinate with team member and ATM support to fix the problematic ATM to ensure maximum uptime of 98%.
• Ensure effective management of ATMs on timely replenishment of cash, delivery of capture cards, daily reconciliation, cost, and compliance with all laid down rules and regulation.
• Assist POM- ATM resolving investigation and enquiries made by customers.
• Obtain feedback from customer periodically in terms of our service standards and escalate the same to line manager.
• Process Vendor’s AMC, stationary and vehicle monthly bill payment in ePROC system
• Coordinate and participate with vendor and team member for problematic ATM repair/maintenance for early solution to make the ATM online.
• Educate the customers to migrate online banking channels when in touch with customers.
• Holiday and off hour support for problematic ATMs inside valley.
• General reconciliation and Compliance Activities, which may typically include:
• ATM Cash Loading
• Adherence on dual control of cash functions at all the times
• Captured card handling, site delivery with proper identification and branch delivery.
• Control of security stationary.
• Prepare voucher for ATM cash entry, retracted cash, disputed cash to book in suspense, short/excess cash voucher preparation and to deliver respective branch for necessary posting.
• Ensure to comply with daily check list includes physical verification of ATMs.
• Monitoring various suspense/subsidiary accounts if any overdue through proper tracking of reconciliation and escalating same in hierarchical
• Deal customers efficiently and effectively.
• Timely completing other tasks assigned by POM-ATM.
  
  

Key Responsibilities

Risk Management & Internal Control

• To be well versed with the BCP/BIA of the unit.
• Ensure all transactions are processed with a high level of accuracy and commitment in order to satisfy customer needs.
• Proper management of ATMs and reconcile on daily basis.
• Proper filing of documents and record keeping pertaining to the department
• Ensure strict adherence to laid down procedures and avoid breach of compliance
• To be fully aware of all the policies and procedures issued in relation to Money laundering prevention and ensure compliance with these policies and procedures on an ongoing basis. Any suspicious activity must immediately be reported.
• Achieve good audit ratings
  
  

Regulatory & Business Conduct

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• 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.
• Work with the team to achieve the outcomes set out in the Bank’s Conduct Principles: air Outcomes for Clients; Effective Operation of Financial Markets; Financial Crime Prevention and The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Ensure to comply with all laid down procedures and ensure strict adherence to statutory NRB/Group/SCBNL’s control provisions and procedure.
  
  

Other Responsibilities

• Embed here for good and Group’s brand and values.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
• Efficient and effective management of time with the ability to prioritize work.
• Live, demonstrate and inculcate the core values.
  
  

Health And Safety

• Participate in all the Health & Safety awareness programme organized by Health & Safety Coordinator.
• To understand any significant hazards and associated risks that may affect staff/contractor productivity.
• Take reasonable care of themselves and others who may be affected by their acts.
• Not to interfere or misuse anything provided in the interest of Health & Safety.
• Suggest Line Manager/BM/Unit head and H & S coordinator for any issues and suggest remedial measure.
  
  

Norms and Values *

• 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  
  

Skills And Experience

• Financial Skills
  
  

Qualifications

• Administrative with technical background and organization skills.
• Good communication skill
• Good Teamwork.
• Ability to change and manage to change.
• Efficient and effective management of time with the ability to prioritize work
• Live, demonstrate and inculcate the core values
• Good customer and stakeholder dealing ability
  
  

Skills And Competencies

• Good Knowledge of all bank service/ products
• Well versed with CMS and money laundering policy
• Customer and service Orientation
  
  

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• 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.