Whatsapp (ONLY for CV Making and Job Posting): +26776981238


Branch Ops & Service Manager (Phikwe) – Standard Chartered Bank


Leading the way in International Banking.  We support the people and companies driving investment, trade and wealth creation across Asia, Africa and the Middle East. And our heritage and values are expressed in our brand promise – here for good. 


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We are currently looking for Branch Operations and Service Manager



To manage and provide an efficient and effective Branch Back Office operations, systems functionality, and adherence to laid down controls to achieve proper focused customer service and minimization of operational risk to the Bank.




Processing and Operational:

  • To provide an efficient and effective branch back office operations, systems functionality and adherence to laid down controls to achieve proper focused customer service and minimisesation of operational risk to the bank.
  • To take full control of Daily Vouches processing, posting, account opening/closure, and signing of TTs, Drafts, Cashiers Order and reversing Entries and verification thereof
  • Take control of all reconciliation/monitoring/balancing of all Branch Suspense accounts
  • To ensure the smooth running of the referral system of the Branch to minimize operational losses
  • Resolve exceptional investigations and liaise with other functions to ensure issues are resolved
  • Analyse and ensure timely and accurate reporting of management statistics
  • Supervise service staff, coach and equip with knowledge of products and services.
  • Manage service delivery, to review output of the support clerks to ensure adherence to branch service standards and recommend workflow changes, where appropriate for greater efficiency.
  • Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the bank.



Compliance & Control and Premises:

  • To take overall responsibility of premises, inventory, stationery and security in the Branch
  • To take full control of Key Risk Indicators and co-ordinate their departmental modifications and make sure they are understood and adhered to
  • To ensure that the Branch has all the necessary Books of Reference e.g. process manuals etc and that these are understood and adhered to.
  • Ensure you remain alert to the risk of money laundering and assist in the Bank’s effort in combating it by adhering to the key principles in relation to: identifying your customer due diligence, reporting suspicions, safeguarding records and not disclosing suspicions to customers. Ensure your staff is trained in combating money laundering.


  • COMPLIANCE RISK MANAGEMENT:-Ensure that you observe all Group Control Requirements as stipulated under Group Policy and also adhere to CRM (Compliance Risk Management) by assisting in compliance with local regulators (Bank of Botswana) and all regulations, policies and procedures as laid down by the bank and group.
  • Ensure all controls are working effectively as required by group standard and control matrix in order to avoid regulatory breaches. Assist the BCC in updating the CRM matrices whenever there are changes and observe all the control requirements as stipulated under the Operational Risk Policy.


Custodial Responsibilities

  • Take ownership of Keys and Assets Registers
  • Ensure obsolete records, are destroyed in line with laid down instructions in the books of reference and certificates are in place.
  • Take ownership of BCP and branch health and safety
  • Take ownership of swapping and testing of keys


  • Carry out a thorough staff competency model (LDP)
  • Create a comprehensive Training and Staff Rotation Plan and adhere to it
  • Put in place a clear and easy to understand Performance Appraisal System to facilitate rewarding good performance
  • Create a good communication system and channels to facilitate easy and clear flow of information –up, down and lateral
  • Manage staff leave, and over time
  • Manage staff complaints discipline & grievance resolution



Key Activities

  • Ensure Audit compliance
  • Supervise Computer functions
  • Supervise day to day operational activities
  • Cash / security custodial responsibility
  • Manage operational efficiency and cost controls
  • Ensure compliance with Group Key control standards.



Health and Safety Roles and Responsibilities:

  • All employees must:
  • Complete mandatory H&S e-learning (Safety, Security & Environment).
  • Behave responsibly in compliance with this policy.
  • Follow instructions as defined in H&S standards.
  • Comply with applicable legal requirements.
  • Report work related accidents, incidents, ill health and unsafe workplace conditions or hazards in accordance with H&S standards, through SCB online reporting system (PPM2000).
  • Cooperate in assessment and mitigation of H&S risks and investigation of accidents and incidents.
  • All Line Managers are responsible for:
  • Ensuring employees complete mandatory H&S e-learning (Safety, Security & Environment).
  • Providing adequate information, training, instructions and supervision to members of staff regarding H&S.
  • Completing relevant risk assessments and mitigating identified risks.
  • Ensuring employees discharge their H&S related responsibilities appropriately.
  • Ensuring that risks in their areas of control are identified and managed appropriately within the Bank’s risk appetite.
  • Handling of Prime Keys


  • You are responsible for ensuring the Safekeeping ,confidentiality, and proper use of keys,combinations lock setting and password which are under your control.
  • Validation/Tick back  Of Teller Vouchers


  • Ensure that validation/Tick back of Teller Vouchers distributed to you is performed diligently on daily as per Tick Back of Vouchers Process. Teller Vouchers are then handed back to BOSM (telling) same day.
  • It is also your responsibility to ensure that all discrepancies identified should be reported to BOSM (telling) immediately i.e. misposts, missing vouchers, signatures differs e.tc…




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