Teller

Job SummaryScope of Role:

Account for branch’s operations; counter transactions including system operations to ensure execution accuracy, compliance, and completeness in line with bank internal and external rules/procedures/manuals/standards/group requirements/regulatory requirement/laws as well as to keep high class level of services to our clients

职责范围：

负责分支行的业务操作及各项与分支行有关的营运工作，包括柜台交易的办理及系统处理，确保各项分支行工作执行的准确性，合规性和完整性，执行中必须始终遵守并严格按照银行的内外部准则/操作流程/操作手册/标准/集团要求/监管要求/法规等要求，同时始终保持高水准的客户服务质量与体验

Key ResponsibilitiesGeneral 总则

• Understand, acknowledge and comply with the requirements onindividual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies;
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities;
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank;
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections;
• Cooperate with any investigations or reviews on regulatory failure such as accountability review.

• 理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求；
• 跟上本地问责法律法规的发展，以有效地确保并强化内控；
• 审慎勤勉地履行岗位职责，以个人或团队成员的身份，为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大财务损失或声誉负面影响而做出努力；
• 对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任；
• 配合任何关于违反监管规定的调查或审查，例如，问责审查。

Business performance 业务表现

• Support to achieve business objective at the respective branch
• Drive or support cost optimization initiatives to achieve cost saving target

• 协助分支行实现工作目标
• 主动倡议或协助银行推进各项成本优化创新方案的实现

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Service 客户服务质量

• Embed client centric mind in daily operation as well as to maintain up best in class front-line service
• Continue to advocate human banker and client centric service mindset in service staff for enriching internal and external customer experience
• Achieve client satisfaction in daily branch services and operations
• Build SCB a great place to work

• 在日常工作中始终倡导“以客户为中心”的服务理念，给客户提供最优质的服务
• 在服务中始终秉承“以人为本，以客户为中心”的服务理念，保持并提升内外部客户的服务体验
• 在分支行日常对外服务中，始终以客户满意为服务宗旨
• 始终立志于共同将渣打银行构建成一个员工和客户都喜欢的公司

Operations, Conduct and Risk Control 营运操作，行为规范和风险控制

• Handle all counter operations, branch transactions in good result to ensure all bank internal and external rules/standards/procedures/manual are strictly followed
• Perform bank required due diligence in branch start of day and end of day work on daily base to ensure no exception in execution
• Complete regulatory required reporting timely and accurately to ensure the report follows regulatory requirements with no exception
• Support Line Manager achieve good MCA rating in branch audit
• Escalate for any exception detected or observed in daily work to minimize potential negative impact on the bank
• Ensure all required certifications are obtained per internal and external requirements
• Acknowledge and follow bank job rotation policy/procedure that working location will be subject to detail arrangement on due with no objection
• Adhere to bank Conduct Plan, and all control and assurance mechanisms to comply with all internal and external standards and policies in executions
• Adhere to laws and regulations, internal risk (including FCC risks as anti-money laundry, sanction, anti-bribery & corruption), compliance policies and the Group Code of Conduct; well manage client complaints & CDD

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• 负责分支行交易（含柜台业务）的办理及系统操作，确保执行结果完全符合银行内外部各项规定、准则、集团政策，操作手册/规定、外部法规及法律等
• 严格遵守银行在分支行营运起始、营运中、营运日终的各项业务开展及审核的尽职要求，确保营运工作没有纰漏及差错
• 认真履行监管报表的报送，确保报送内容、报送时间均符合监管及银行内部操作要求，没有差错或纰漏
• 协助主管在银行内部审计中取得良好的MCA (management control approach)成绩
• 及时汇报或发现任何异常的操作现象或问题确保营运风险最低化
• 根据银行的内外部要求，确保获得岗位就职需要的各项有效证书
• 知晓并严格执行银行轮岗制度及操作规定，认真执行并服从银行就轮岗做出的通知及安排
• 遵守银行的行为规范守则，在执行中始终遵守银行内控及风险管理机制中要求员工执行的内外部各项规定及政策
• 遵守法律法规，内部风险(包括反洗钱，受制裁，反贿赂和腐败等风险)合规政策和集团行为准则的要求，妥善处理客户投诉及客户尽职调查

Self Development 自我发展与提升

• Actively participate in various training programs arranged by the bank and keep self-learning on the laid down procedures/manuals and local regulation
• Actively participate in various campaigns related to service team and achieve the target
• Develop multi-product knowledge and job skills to support different segments and sales channels
• Complete new joiner training program if new to the position (new hire or internal transfer) base on bank policy, and pass all required assessment by training timeline

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• 积极参与完成银行安排的各项培训项目，主动学习银行内部流程/操作手册以及当地法规
• 积极参与与服务团队相关的各项竞赛活动并达到预期目标
• 深入学习银行各产品知识及职业技能，确保业务及产品知识可以支持不同业务线发展需要
• 根据银行政策完成新入职人员(新员工或内部调动)的培训计划，并在要求时间内通过所有评估测试

Customer Right Protection 消费者权益保护

• Fully understand the importance of Consumer Rights Protection, prevent damage to consumers’ best interest
• Implement regulatory requirements related to Consumer Rights Protection, ensure to complete relevant trainings
• Always embed Consumer Rights Protection mindset when performing daily work

• 在日常营运工作中，充分理解保护消费者权益的重要性，防止损害消费者的利益
• 在日常营运工作中，始终遵守与消费者权益保护相关的法规要求，且确保完成相关培训
• 在日常营运工作中，始终谨记以保护消费者权益为基础执行工作

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Strategy

• Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group’s business strategy and model appropriate to the role.

Business

• Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates

Processes

• Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process.

People & Talent

Reference all responsibilities related to people and talent matters, for example:

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure/capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

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Risk Management

• Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures
• All responsibilities under the Risk Management Framework – both execution and supervisory – should be referenced, for example, Act as the [Process] risk control owner under the Group’s Risk Management Framework (including relevant Operational Risk Framework ownership for [Liquidity] risk.

Governance

• Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• List all responsibilities associated with the management of stakeholders e.g. regulators, other bank teams

Skills and Experience

• Financial skills

QualificationsSelection Criteria 职位要求

• A university degree with 1-2 years of related banking experience prevails
• Solid knowledge of bank products and services and banking procedures, equities markets, unit trusts and other personal investment services
• A team player who shows initiative and assertiveness
• Self-motivator who is keen to upgrade, improve personal knowledge and skills to meet job requirements
• Good command of both spoken and written English and Mandarin

• 大学本科学历，1-2年银行从业相关经验优先考虑
• 熟悉银行产品、营运及服务要求、理财保险产品
• 具有良好的团队合作精神、主动坚定
• 有上进心，自我激励，不断提高知识储备和技巧，以满足工作要求
• 具有良好的中英文写作和口语能力

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Other then above roles, job holder should follow other job duties and responsibilities assigned by line manager from time to time.
除上述工作职责外，员工应遵循直属经理随时指派的任何工作职责和任务。

Above key responsibilities and selection criteria are the major assessment to assess the staff if qualified during probation and competent after probation. Failing to satisfy any of the aforesaid requirements, or failing to pass related new jointer training (including but not limited to the CPBB Essentials and Financial Solutions training), the employee will be deemed not meet the recruitment requirement for passing probation, and the Bank is entitled to terminate the employee’s employment contract immediately. For employee who has passed the probation, failing to pass the related new joiner trainings (including but not limited to the CPBB Essentials and Financial Solutions training) and will be taken as assessment basis for job incompetency.
以上的主要工作职责和岗位聘任要求是用于考核试用期是否符合录用条件和工作胜任与否的标准。倘若员工未能满足前述要求，或未能通过入职相关培训测试（包括但不限于CPBB Essentials入职培训及金融解决方案培训等），则该员工将被视为不符合试用期的录用条件，银行有权立即终止员工的劳动合同；对于已过试用期的员工，未能通过入职相关培训测试（包括但不限于CPBB Essentials入职培训及金融解决方案培训等），将作为不胜任工作岗位的考核依据。

Before attend and pass the related new jointer training and assessment (including but not limited to CPBB Essentials and Financial Solutions training) the employee should not perform any kind of business.
对于还没有参与并通过入职相关培训与测试（包括但不限于CPBB Essentials入职培训及金融解决方案培训等）的员工，禁止办理任何业务。

Please note that the job description above will be reviewed during the Job Objective setting every year, which may be amended and agreed where necessary by the employee and the line manager.

请注意以上本工作描述将于每年制定年度工作目标时予以审核，如有必要将由直属经理和员工予以修订并达成一致。

In this document, Chinese version shall prevail over English version.
本文件若中英文表述不符，应该以中文为准。

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.

• 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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.