Services & Operations Manager

Reporting to the Branch Manager, this position is to ensure the smooth running of the
operations of the branch, covering areas of risk management, staffing, customer service
and deposit retentions. Key duties include monitoring service delivery, maintaining
customer satisfaction levels, team supervision, problem resolution, compliance and
control, staff development, productivity improvement and preparing various management
reports on a regular basis.

Tasks:
Service Delivery  Responsible for client communications; and query and
complaint management
 Handle all customer and contract related processes
regarding request, verifications and modifications
 Work closely with branch staff on handling client complaints
Service  Monitor service performance of branch staff to ensure
Management professional services delivery
 Manage service staff to reinforce the culture of service
delivery
People  Communicate bank information to branch employees
Management  Monitor staffing and scheduling; make staffing adjustments
and recommendations as necessary
 Supervise and support the routine operations of branches to
ascertain adherence to proper procedures
 Supervise activities and performance of operations
personnel
 Provide information and on-going feedback to branch staff
regarding expectation and performance
 Provides input to the branch manager regarding annual
performance reviews and professional development plans
Operations  Assist the Branch Manager to prepare and monitor budget
and capital expenditures
 Responsible for implementation of branch policies and
procedures
 Process day-to-day Privacy Act reports, performs annual
review and prepare documents for all audit and exams as
necessary
 Follow up with the review of overdue annual client profile
and document outstanding accounts
 Manage, control and enhance branch operation processes
and related system flow
 Manage equipment needs for the tellers and other branch
personnel; analyze needs and budget accordingly
Compliance  Perform regular cash audits of teller counters, audit on other
areas such as cash vault, ATM, Travelers checks and the

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 safety deposit box area as required by audit guidelines
Compliance  Review daily, weekly, monthly general ledger reconciliations
Checker for completeness and accuracy; and complete monthly
review of all reconciliations for executive management
review
 Review and approve all Currency Transaction Reports prior
to submission to the Treasury
 Monitor and review bank’s security procedures and control
access to the vault and teller cash drawers, update as
necessary
 Monitor for suspicious activity and report to the Compliance
unit as appropriate
 Respond to false alarms and requests from law enforcement
for assistance during business hours. Also act as an after
business hour contact person for law enforcement
Banking Knowledge  Keep abreast of technology applications e.g digital banking
and pay effort in service migration
 Keep abreast of current affairs and financial market
development

Entry requirement:
University graduate with 1-2 years work experience as Branch Services and Operations
Officer

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Professional Certificate in Branch Banking Operations Management

Targeted Services & Operations Manager

Occupation:

 Enable learners to analyze, evaluate or synthesis

information and issues by integrating the related
policies and regulations into the branch operation
Certificate
activities
Objectives:
 Enable learners to apply advanced and specialized
skills to perform tasks that involve planning, design
and implementation of the in-branch banking
operations strategies

LO1 Review and design the in-branch daily operation

procedures in alignment with the bank’s branch
banking operational policies and procedures for better
control and efficiency
LO2 Establish standards of counter service delivery and
Learning Outcomes: reinforce the culture of service excellence
LO3 Oversee branch operations and risk control in
compliance with the bank’s guidelines and regulatory
requirements
LO4 Employ people management skills to improve team
engagement and productivity

 Branch operations control

 Service delivery and quality management
Scope of Learning:
 Branch compliance and risk control
 People management

 Completed Certificate in Branch Banking Operations

Entry
OR
Requirements:
 Relevant working experience in branch operations

The learning programme associated with the Professional

Employment
Certificate in Branch Banking Operations Management (QF
Pathway:
Level 5) is an advance development for branch banking
services and operations officers. It covers learning activities

38
 and work related intelligence at more advanced level for
learners who are aiming to take up overall branch
operations management responsibilities. Learners of this
Professional Certificate can continue to widen and
strengthen their employable competencies by attaining
other advanced qualifications in the future in accordance to
their career aspiration.

Upon completion of this Certificate, graduates will have the

competencies to take up job positions as Branch Banking
Services and Operations Managers.

With additional advanced training to meet occupational

requirements, job opportunities as Branch Managers or
other management positions at different disciplines of
various banking sectors will also be available for the
graduates; depending on their personal career goals.
(Please refer to employment pathway diagram on p.43)

QF Level: 5
QF Credits:
60 (based on UoC mapping)
(Indicative only)

39
 UoCs Mapping with Certficate Learning Outcomes
(Services & Operations Manager)
UoC Category UoC Title Level Credit LO1 LO2 LO3 LO4

Oversee frontline branch service delivery 4 3

Handle issues of frontline branch services 4 3

Arrange products and services promotion in branch 4 3

Retail Banking
Service Delivery
Handle customer enquiry 4 3

Design service delivery activities for branch 5 4 ✓ ✓

Establish service standards of bank branch counter services 5 4 ✓ ✓

Plan and support branch operations implementation 4 3

Provide operations support on wealth management services 4 3

Retail Banking Operations &

Execute daily operations in branches 3 3 ✓ ✓ ✓
Support

Design and review daily operation procedures 5 4 ✓ ✓ ✓

Provide support to marketing and promotion activities 4 3 ✓

Comply regulatory requirements and internal procedures during job execution 3 3

Safeguard customer information to enhance security 3 3

Perform compliance control and monitoring functions 4 3

Conduct compliance monitoring procedures and handle breaching of laws 5 4 ✓

Compliance & Risk

Manage training and education on compliance 5 4 ✓
Management

Monitor risks level of the operations 5 4 ✓ ✓

Design measures to alleviate and mitigate risks 5 4 ✓ ✓

Conduct risk assessment 5 4 ✓ ✓

Conduct audit reporting 4 3 ✓

Deliver excellent customer service 4 3

Handle feedback and complaints from customer 4 3

Quality Management
Develop and enforce performance standards in customer service 5 4 ✓

Execute customer experience process improvement measures and controls 5 4 ✓

Demonstrate customer oriented behaviour to meet the bank's customer-centric value 4 3

Sales & Relationship
Keep in pace with the development of financial technology to ensure one's technology proficiency 4 3

Contribute innovative ideas for improving work performance and quality 4 3

General Management Perform manpower planning 4 3

Manage the maintanence of office equipment 3 3

Manage work performance of subordinates and take disciplinary actions on sub-standard

5 4
performance

Monitor subordinates' behaviors to ensure staff professionalism 4 3

People Management
Execute disciplinary actions 4 3 ✓ ✓

Develop and implement talent development activities 5 4 ✓

Other Generic Functional

Manage changes in operations/ systems that affect customers 5 4 ✓ ✓ ✓
Area

Total credit = 60
Notes:

1. The Highlighted areas are covered in Advanced Certificate in Branch Banking Operations Management
2. The list of UoCs listed here is for reference only, there is no intention to represent an industry standard. Training providers
or training function of individual banks may make necessary adjustment based on the actual needs of learners.

40
3. By making reference to the list of UoCs exhibited above, training providers or training function of individual banks have a
flexibility to design a job-specific training programme for their targeted learners according to their genuine needs (e.g. job
role design, division of job responsibilities, business needs, etc.) However, for any job–specific programme to be qualified as
a VQP based programme, it should have at least 60% of the UoCs mapped here included in the programme.

41
Learning Outcomes (the learner will)
LO1. Review and design the in branch
daily operation procedures in
alignment with the bank’s branch
banking operational policies and
procedures for better control and
efficiency
LO2. Establish standards of counter
service delivery and reinforce the
culture of service excellence
LO3. Oversee branch operations and
risk control in compliance with the
bank’s guidelines and regulatory
requirements
Assessment Criteria (the learner can)
1.1 Design in-branch operations
procedures with alignment to the
control principles and the bank’s
operations strategies
1.2 Evaluate daily operations procedures
and the service delivery activities of
branches to identify irregularities and
carry out suitable actions to ensure
smooth branch operations
2.1 Analyze customer service data and
formulate the in-branch service
strategies and standards
2.2 Review best practices in services and
provide recommendations to improve
the service quality standard of products
and services offered
2.3 Develop programmes (e.g. incentive
scheme, quality service awards) to
promote a quality culture
2.4 Design in-branch marketing plan with
relevant departments to support
product campaigns or customers’
utilization of financial technology
services for enhancing customer
experience
3.1 Identify the branch operations risk
areas for assessment and monitoring
3.2 Plan and organize actions for audit
exercise and process improvement
3.3 Monitor and assess the security of
property management (e.g. counter
devices, platforms, security systems,
etc.) and review on a regular basis
3.4 Review branch ledger reconciliations
for management review
3.5 Evaluate the complex transactions and
report any suspicious transactions to
prevent money laundering and fraud
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Learning Outcomes (the learner will) Assessment Criteria (the learner can)
cases
3.6 Execute appropriate disciplinary
actions according to the seriousness of
the misconduct

LO4. Employ people management 4.1 Engage and motivate branch

skills to improve team engagement employees to achieve high quality
and productivity performance in branch operations
4.2 Analyze the performance problems
with subordinates, identify the causes,
formulate solutions and follow-up
actions through training or coaching
4.3 Perform manpower planning and
demonstrate effective personnel
management and administration
including recruiting, interviewing,
selection procedures and capacity
planning for branch operation staff
4.4 Provide suitable development
opportunities to nurture talents
especially in branch operation area
4.5 Assist subordinates in achieving career
aspiration and provide input to the
branch manager through performance
management process

43