Job Description
Job : Retail Banking
Primary Location : Asia-India-Mumbai
Schedule : Full-time
Employee Status : Permanent
Posting Date : 1+/Jun/2026, 1:43:23 AM
Unposting Date : Ongoing
Role Responsibilities
Strategy
Ensure high level of customer service and manage difficult customer situations.
Ensure resolution of all complaints received for branches through COMMAND.
Gather/prepare statistics for service quality and productivity indicators
Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
Find ways to improve operational efficiency and control costs to meet cost budgets
Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs
Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
Business
Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
Responsible for general reconciliation and control activities
Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
Contribute to branch performance through referrals, efficient customer service, effective operations controls
He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
Processes
Ø Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
Encourage others to work in a healthy and safe manner
Ø Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
People & Talent
Ø NPS & Customer management
a. Ensure that NPS is at least in second quartile as compared to peers
b. Use the online CMP system diligently and achieve > 75% of their require customer contact each month
Risk Management
Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer
Governance
Ø Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same
Read, understand and comply with all provisions of the Group Code of Conduct
Our Ideal Candidate
Ø Graduate/ Post Graduate
Ø Customer Orientation and service focus
Ø Anywhere between 1 - 4 years of overall experience
Ø Banking knowledge, understanding of front and back office processes and procedures
Ø Good Interpersonal Skills
Ø Strong Communication Skills
Team-playing ability
Role Specific Technical Competencies
Leadership Skills
Strong Communication Skills
Relationship Building skills
Competitive awareness & Benchmarking
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 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.
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
Primary Location : Asia-India-Mumbai
Schedule : Full-time
Employee Status : Permanent
Posting Date : 1+/Jun/2026, 1:43:23 AM
Unposting Date : Ongoing
Role Responsibilities
Strategy
Ensure high level of customer service and manage difficult customer situations.
Ensure resolution of all complaints received for branches through COMMAND.
Gather/prepare statistics for service quality and productivity indicators
Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
Find ways to improve operational efficiency and control costs to meet cost budgets
Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs
Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
Business
Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
Responsible for general reconciliation and control activities
Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
Contribute to branch performance through referrals, efficient customer service, effective operations controls
He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
Processes
Ø Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
Encourage others to work in a healthy and safe manner
Ø Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
People & Talent
Ø NPS & Customer management
a. Ensure that NPS is at least in second quartile as compared to peers
b. Use the online CMP system diligently and achieve > 75% of their require customer contact each month
Risk Management
Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer
Governance
Ø Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same
Read, understand and comply with all provisions of the Group Code of Conduct
Our Ideal Candidate
Ø Graduate/ Post Graduate
Ø Customer Orientation and service focus
Ø Anywhere between 1 - 4 years of overall experience
Ø Banking knowledge, understanding of front and back office processes and procedures
Ø Good Interpersonal Skills
Ø Strong Communication Skills
Team-playing ability
Role Specific Technical Competencies
Leadership Skills
Strong Communication Skills
Relationship Building skills
Competitive awareness & Benchmarking
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 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.
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
💡 Quick Summary
Seeking a career-building opportunity? The Branch Manager position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
