Branch Operations and Service Manager – Standard Chartered Bank Uganda

• Ensure efficient branch service delivery in accordance with Standard Chartered Bank service standards and customer service timelines.
• Monitor daily branch operations to ensure smooth and effective service delivery.
• Maintain adequate cash availability to meet customer withdrawal and transaction requirements.
• Oversee workflow management and continuously improve operational efficiency.
• Ensure timely monitoring of operational reports and compliance with established procedures.

• Deliver exceptional customer experiences across all branch services.
• Identify opportunities to improve service quality and operational efficiency.
• Encourage customers to adopt digital banking channels while maintaining excellent customer support.
• Resolve customer concerns promptly and professionally.

• Maintain strong operational controls to minimize fraud, financial losses, and operational risks.
• Detect, investigate, and escalate suspicious transactions, money laundering concerns, fraud, forgeries, and operational incidents.
• Ensure full compliance with Anti-Money Laundering (AML), Anti-Bribery, Financial Crime Prevention, Know Your Customer (KYC), and customer data protection requirements.
• Promote ethical conduct and adherence to the Bank's Code of Conduct and governance standards.

• Lead, mentor, coach, and motivate branch staff to achieve operational excellence.
• Conduct performance management and staff development initiatives.
• Ensure all front-line employees complete mandatory onboarding and continuous professional training.
• Foster a culture of accountability, collaboration, integrity, and continuous improvement.

• Bachelor's degree in Business Administration, Banking, Finance, Economics, Commerce, or a related field.
• Professional certification in Banking, Risk Management, Operations Management, Anti-Money Laundering (AML), Financial Crime Compliance, or related disciplines is an added advantage.
• Proven experience in branch operations, banking operations, customer service, or cash management.
• Demonstrated experience managing teams and driving operational excellence.
• Strong understanding of banking operations, operational controls, customer service, governance, and regulatory compliance.

• Strong branch operations management skills.
• Excellent leadership and people management abilities.
• Customer service excellence and relationship management.
• Operational risk management and compliance knowledge.
• Anti-Money Laundering (AML) and Financial Crime Compliance awareness.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Decision-making and critical thinking abilities.
• Process improvement and change management expertise.
• High ethical standards, integrity, and professionalism.
• Ability to work under pressure and manage multiple priorities.
• Strong business governance and operational control skills.

• Senior Branch Operations Manager
• Branch Manager
• Area Operations Manager
• Operations Risk Manager
• Customer Experience Manager
• Service Delivery Manager
• Banking Operations Manager
• Retail Banking Manager
• Regional Operations Manager
• Head of Branch Operations

• Research Standard Chartered Bank's values, products, digital banking services, and customer-focused strategy.
• Prepare examples demonstrating leadership, operational improvements, and customer service achievements.
• Review Anti-Money Laundering (AML), KYC, operational risk, and banking compliance principles.
• Be ready to discuss how you have managed teams, resolved operational challenges, and improved branch performance.
• Demonstrate strong communication, decision-making, and problem-solving skills.

• Banking operations and branch management experience.
• Leadership and team management accomplishments.
• Customer service and operational excellence achievements.
• Experience in risk management, governance, and compliance.
• Cash management and operational controls.
• Process improvement initiatives and measurable performance outcomes.
• Relevant banking certifications and professional training.

• Explain why you want to join Standard Chartered Bank.
• Highlight your experience in branch operations and customer service management.
• Demonstrate your ability to lead teams, manage operational risk, and improve service delivery.
• Showcase measurable achievements in banking operations, compliance, or operational efficiency.
• Express your commitment to integrity, customer satisfaction, and operational excellence.