SILK BANK

We are looking to hire people in our Branch Banking Division across Pakistan for the
positions of Customer Relationship Officer, Customer Services Officer, Relationship
Manager, Senior Relationship Manager, Branch Operations Manager and Branch Manager.
Interested candidates with relevant experience are encouraged to apply.

Note: Applications that are irrelevant against the advertised positions will not be
entertained.
While applying for the above positions please also send your resume/CV in attachment
[email protected] by clearly highlighting in the subject heading Position and
City.
Following are the Job Descriptions/ Key Responsibilities for each position:

1.

Key Responsibilities (Customer Relationship Officer):

Ensure maximum customer satisfaction to retain clientele.
Deal proactively with the branch customers to fulfill their banking requirements and
solve their queries efficiently.

Manage customer traffic within the branch to ensure key service standards are met.

Assisting ensuring consistency of internal / external customer experiences by

inculcating a Service Culture and leading by example.

Rectification of all customer complaints communicated through verbal, written or

other channels

Channelize branch traffic according to the customer requirements and management

thereof

Maintain outstanding results of MSP & ISM

Assist in Branch Cross selling & promoting retail banking products.

Assist in service related initiatives/projects.

2.
Key Responsibilities (Customer Services Officer):

Handles the Bank system within the branch to take payments from customers, make
demand drafts, account transfers etc.

Coordinates with internal and external auditors to monitor and balance all financial
losses.

Handles all customer requests in a timely manner; Looks for ways to improve
efficiency and reduce turnaround time.

Reconciles all cash transactions at the end of the day.

Ensures transactions and reporting of activity is accurate and complete.

Ensures adherence to all regulatory guidelines (e.g. proper identification,

documentation) when handing over cash.

Ensures verification of all transactions and completeness of source documents, and

related supporting documents joined with the Customer Service Supervisor.

Balances ATM, Foreign Exchange transactions with proper documentation.

3.
Key Responsibilities (Relationship Manager):

Manages the customer portfolio for the Branch.

Meets and exceeds sales revenue and volume targets within specified time frame.

Custodian of Deposits and Fund Mobilization.

Manages and monitors portfolio attrition.
Enhances and establishes relationships with existing and prospective customers in
the segment by visiting / talking to clients on daily basis.

Assists first time customers in opening bank accounts and ensures submission of
complete documentation.

Deals with customers enquiries and ensures resolution.

Provides high level of customer service to clients in line with standards set by senior
management, irrespective of account size.

Ensure all customers records are kept confidential and are protected.

Balances priorities to meet sales targets and serves customers within the Branch.

.Prepares and maintains monthly performance reports and complete client records.

Provides updates to supervisor and management weekly on performance and market

realities.

Ensures adherence to all regulatory and legal requirements set by internal/external

auditors.

Manages performance and conducts internal training and development activities for
ROs / SEs.
4.
Key Responsibilities (Senior Relationship Manager):

Manages the customer portfolio for the Branch

Meets and exceeds sales revenue and volume targets within specified time frame.

Custodian of Deposits and Fund Mobilization.

Manages and monitors portfolio attrition.

Enhances and establishes relationships with existing and prospective customers in

the segment by visiting / talking to clients on daily basis.

Assists first time customers in opening bank accounts and ensures submission of
complete documentation.

Deals with customers enquiries and ensures resolution

Provides high level of customer service to clients in line with standards set by senior
management, irrespective of account size.

Ensure all customers records are kept confidential and are protected.

Balances priorities to meet sales targets and serves customers within the Branch.

Prepares and maintains monthly performance reports and complete client records.

Provides updates to supervisor and management weekly on performance and market

realities.

Ensures adherence to all regulatory and legal requirements set by internal/external

auditors.

Manages performance and conducts internal training and development activities for
RMs.

5.

Key Responsibilities (Branch Operations Manager):

Supervises monitors and authorizes daily financial and non-financial transactions.
Ensures that accruals and liquidation of income/expense is timely and accurate.
Differences must be found and regularized.
Checking of account opening forms and overall supervision of the process.
Ensures that customer queries and complaints are resolved in a responsible time
depending upon the nature of the complaint.

Ensures that all transactions are processed with zero error.

Monitors the cash management system in adherence to the SBP regulations.
Supports the branch in terms of product processing and service deliveries.
Acts as custodian of cash limits and transactions carried out on the bank floor.
Manages the branchs security systems.
Responding to investigations and inquiries.
Ensure effective compliance of all H.O, SBP, prudential regulations, NAB and other
regulatory circulars. Standard Instruction Manual AML/ KYC Policy, Internal compliance etc.
Ensure smooth operations of the Branch in accordance with the policies and procedures of
the Bank and SBP and review periodically the various steps involved.

Maintain staff discipline and train the staff to ensure professional excellence and that
a backup is available for each position, and to motivate staff to improve productivity
levels.

Conducts daily PCFC.

Conducts performance appraisals and finalize performance improvement plans for

low performers to enable them to grow professionally.
6. Key Responsibilities (Branch Manager):

Ensure Deposit Mobilization as per assigned KPIs, and to achieve MTD & YTD MPR.

Manages the employee attrition rate of the branch and helps in devising policies to
reduce employee turnover; Gives feedback to supervisor.

Interacts with identified current and prospective clients to increase share of wallet.

Manages customer attrition and devises policies to increase retention ratio and
expand customer base.

Ensures timely resolution of customer complaints and queries and maintains records
of feedback from internal and external customers.

Implements strategies to fuel growth in the Branchs deposit base/Bancassurance/ISM

and other business targets.

Does periodic reporting of accounts and reviews MIS reports.

Monitors and ensures branch operations are in line with service quality standards.
Coordinates with the relevant support departments to ensure smooth management of the
branch operations.

Ensures compliance with the prudential and regulatory standards and adherence to
internal and external policies.

Reviews performance reports, general ledgers daily and ensures compliance to

guidelines regarding transactions generated by branches

Acts on observations of the audit and ICU reports to ensure reconciliation of records
and resolution of exceptions within. Assists and provides support for internal/external
investigations into customer accounts and instances of fraud/money laundering.

Manages performance and conducts internal training and development activities for
staff.

Desired Skills and Experience

1.

2.

Required Skills for Customer Relationship Officer:

Branch Banking Products & Services Knowledge
Inculcating Service Culture
Customer Traffic Management
Customer Service & Complaint resolution
Cross selling/promoting retail banking products
KYC, AML & Internal Control Compliance
Required Skills for Customer Services Officer:

3.

4.

5.

6.

Branch Banking Products & Services Knowledge

Branch Operations Management
Knowledge of Cash Management System
Conceptualizing sales projections
KYC, AML & Internal Control Compliance
Cash / Vault balances Management
Required Skills for Relationship Manager:
Branch Banking Product & Services Knowledge
Customer Portfolio/attrition Management
KYC, AML & Internal Control Compliance
Business / deposit Mobilization
Conceptualizing sales projections
Relationship Building
Required Skills for Senior Relationship Manager:
Branch Banking Product & Services Knowledge
Customer Portfolio/attrition Management
KYC, AML & Internal Control Compliance
Business / deposit Mobilization
Conceptualizing sales projections
Relationship Building
Required Skills for Branch Operations Manager:
Branch Banking Products & Services Knowledge
Branch Operations Management
Knowledge of Cash Management System
Conceptualizing sales projections
KYC, AML & Internal Control Compliance
Cash / Vault balances Management
Required Skills for Branch Manager:
Branch Banking Product & Services Knowledge
Customer Portfolio/attrition Management
KYC, AML & Internal Control Compliance
Business / deposit Mobilization
Conceptualizing sales projections
Relationship Building

STANdard chaRTED
Job description
Job Details
Department: Branch Banking
Grade:G9
Reports To:Branch Manager
Job Description
The main aim of the CSO is to provide seamless customer experience, by understanding the customer

needs and providing solutions to meet those needs. The duties and responsibilities of the CSO are not
limited to the following, but include:
To ensure the branch presents a pleasing and fresh ambience, right from the facade and entrance to
reception area, waiting area, ATM kiosks and the like.
Acknowledging the customer's presence in the branch premises and greeting the customer with smile;
Ensuring timely pickup of phone and greeting the customer as per standard script;
Providing assistance to customers using the bank's products and services;
Assisting customers in resolution of their queries/concerns (liabilities /asset related queries)
Meeting the 8-minute service pledge and ensuring that no penalties are levied on the branch.
Resolving customer complaints and handling the branch's LMS bucket with the BSM's oversight;
Addressing customer feedback via drop boxes, helpline, suggestions/comments boxes in the provision
of superior customer services and assisting in drop box and CDK process.
Marking original seen or certified true copy on the documents.
Processing customer Service Requests on e-Ops for static data change, cheque book requests, debit
card requests, Zakat declarations and balance enquiry which includes receiving and processing of all
documentation and ensuring it is forwarded timely.
Providing current as well as back dated account statements.
Promoting the bank's digital agenda by assisting customers for Cheque Deposit Machine (CDM), Cash
Deposit Kiosk (CDK) and I-banking enrolments;
Ushering the customer to pertinent RMs/operation officers in the resolution of customer account
related/operations related queries;
Generating new sales opportunities through referrals.
Keeping up-to-date with the bank's products, services, processes as well as the regulatory, compliance
and governance controls of the bank and local regulator;
To ensure conformity with all audit, compliance, governance and risk management controls;
To strictly comply with the money laundering prevention procedures of the Group and local regulator;
Qualifications & Skills
Minimum Graduate
Service Experience 1-2 years
Closing Dates
The closing date for applications is 03/04/2015. Please note all closing dates are given in Hong Kong time
(GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or
your application in our database so that we can contact you when suitable vacancies arise in future.
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which
embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong
business performance and competitive advantage. By building an inclusive culture, each employee can
develop a sense of belonging, and have the opportunity to maximise their personal potential.