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Overview
Channel Manager – Proximity Banking Standard Chartered Job in Karachi
Job Description
Channel Management
- Manage close working relationships across cross functional teams such as Branch Operations, IT, CRES, marketing and Global Sourcing and Finance • Manage alliances &/or relationships with WB/EB RMs and offsite partners. • Conduct bi-annual reviews of ATMs. Recommend rationalization of ATMs to re-deploy low performing ATMs at a branch or offsite locations that promise high utilization of technology investments. • To ensure strict compliance with Group, Central Bank rules & regulations. Support control measures and monitoring plans for compliance and operational risk management concerning proximity channels. • All planned downtimes, service improvements patches/ upgrades and or ATM relocations must follow the change management cycle via RMS (Request Management System). • To ensure adherence to Service Level Agreements and Key Control Standards/ Minimum Control Standards. • Devise remedial action plan for Key Risk Indicators/ gaps identified as part of KCSA/ MCS review. • Send exception report to technology support team for engaging vendor on issues observed. • Track and monitor penalty recoverable due to slippages by vendor and recover the same. • Manage payments, expenses and accruals for channel ensuring timely payments. • Ensure Product Document is up to date and signed and reviewed periodically. • Take mandatory e-learning/ trainings and ensure compliance with Bank’s code of conduct
Service Quality, Uptime Management
- Complete ownership of Express Banking centers • Ensuring superior upkeep of express banking centers that houses ATMs and other self serve kiosks • Manage branding elements at the Express Banking centers • Monitor and enforce the service level agreements • Proactively monitor health status of Express Banking ATMs • Monitor the ATM uptime report sent by 24/7 Monitoring Team and take appropriate action where required. • Ensure that all service related communication material is updated in a timely manner. Manage service quality complaints & take remedial action • Ensure superior service standards at ATM sites to ensure minimal customer inconvenience & complaints • Liaise with Branch Operations, Phone Banking and Complaint Management Unit to proactively respond to customer requirements. • Analyze customer complaints and provide feedback to SQ team as per requirement.
ATM lobby renovation as per new express banking design guidelines
- Develop renovation plan for existing ATM franchise • Get budgetary approval for the same • Implement and manage migration in coordination with multiple stakeholders (CRES, Marketing, IT, Branch, Global Sourcing and vendors)
Manage and own the ATM network MIS and Analytics
- ATM transaction MIS & deck preparation • Analysis on ATM aging and recommendation for purchase of replacement ATMs • Identifying trends and customer transaction pattern • Present to management monthly/ quarterly statistics and key service improvements. Also highlight any service issues that need management’s attention. • All internal and external reporting (SCB Group, SBP, MC, Visa, etc).
About sc-Pakistan
Standard Chartered Pakistan is a banking and financial services company in Pakistan and a wholly owned subsidiary of Standard Chartered. It is Pakistan's oldest and largest foreign commercial bank.
