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 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.
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