About this role
To manage efficiently a team of Counter Service Specialist and handle effectively the Branch counters area in a risk free and customer friendly manner. Ensure adherence by counter staff to policies & processes whilst striving to minimize Operational losses.
- Ensure all cash counter and SSR counter transactions are processed accurately and swiftly and in accordance with the established policies and procedures and regulatory requirements.
- Proactively manage customer queues at the cash counters and SSR counter to ensure customer satisfaction is maintained at the highest.
- Endeavour to reduce customer wait time and serve time by efficient and risk free processing of all transactions at the cash counter and SSR counter.
- Effectively manage branch cash levels ensuring optimum utilization of cash on hand.
- Provide continuous feedback to Branch Operations [District Operations Managers] on process adherence and any observed inconsistencies at both the counters. Additionally, strive towards identifying process improvement opportunities.
- Ensure cash shortages and excesses both at counter and ATM are maintained at minimum zero by being vigilant and alert on any possible internal and external frauds and risks. Additionally strive towards zero operational losses in respect to transaction processing errors.
- Ensure adherence to all policies and procedures to ensure an acceptable and satisfactory risk rating of the cash counter and SSR counter area by corporate risk management division.
- Ensure effective and timely implementation of changes / modifications to the processes and policies made by Head Office.
- Ensure all counter transactions are processed accurately and swiftly and in accordance with the laid down procedures.
- Reduce wait time & serve time by efficient processing of all transactions.
- Manage customer expectation for each interaction and ensure adherence to basic service standards set by the business.
- Eliminate risk of cash differences by diligently enforcing, controlling & monitoring the Cash transactions processed & ensuring accurate delivery of cash to customers at all times.
- Be vigilant & alert on any possible frauds & risks.
- Provide continuous feedback to Branch Operations on process adherence & any observed inconsistencies at the counter through Branch Monthly Exception Reporting Mechanism
- Ensure Cash shortages & Excesses both at Counter & ATM are at zero.
- Investigate thoroughly any differences in balancing & reconciliation of cash & other security items by following the standard process of checking / scrutiny / investigation.
- Maintain an up to date / balanced inventory of all security stationary.
- Adhere to all policies and processes to ensure an acceptable risk rating of the counter area by Audit.
- Report deviations / exceptions to concerned authority as per standard practice recommended by the Business.
- Enhance usage of ATM by customer coaching & ensure minimum risk for ATM maintenance
- Maintain tight control on all Branch Sundry & Suspense & Income Accounts & prepare / report monthly statements to Branch Operations
- Ensure all Branch GL lines monitored, balanced & reconciled as per guidelines
- Ensure any changes / modifications to the processes & policies made by H.O are timely implemented.
- Ensure Effective Risk Management & regulatory Compliance for the Teller Functions
- To observe appropriate measures defined for cash & vault security
- The job holder should have thorough knowledge of :
- Counter related functions
- Cash Management
- Clearing and Collection
- Drafts and Remittances
- Suspense / Wash accounts and G/L booking & liquidation
- System and Process of the area
- Fair knowledge of RBG products.
- Extensive knowledge of all counter related and dependent process.
- The following skills will be required to manage the counter area
- Leadership/Supervisory skills
- Excellent communication and interpersonal skills
- The CSM should have at least 4-5 years of experience as a teller within the banking industry.