Counter Service Manager.Egypt- Distribution - New Cairo Branch.Retail Banking
Job Description
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 expectations for each transaction and ensure adherence to basic service standard set by the business
Eliminate risk of cash differences by diligently enforcing, controlling &monitoring the cash transactions proceeded & ensuring accurate delivery of cash to customers at all times.
Be vigilant & alert on any possible fraud & risks.
Provide continuous feedback to branch operations on process adherence & any observed inconsistencies at the counter through branch monthly exceptions reporting mechanism
Ensure cash shortages & excesses both at counter & ATM 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 date balanced inventory of all security stationary
Adhere to al policies and processes to ensure an acceptable risk rating of the counter area audit- Branch operations
Report deviations/exceptions to concerned authority as per standard practice recommended by the business
Maintain tight control on all branch sundry &suspense & income accounts & prepare report monthly statements to branch operations
Ensure all branches GL lines monitored ,balanced & reconciled as per guide lines
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 will have to handle customers and resolve issues through direct interface
Manage a team of counter service specialists
Internal and external auditors for satisfactory audit rating
The job holder will need to liaise with CPS, head office, risk management, customer service and branch operations for a smooth, risk free & controlled functioning of teller area
In the absence of the branch manager the CSM will be the acting authority in the branch
- Investigate all the deviations and exceptions reported in the counter are of the branch, document them and obtain necessary approvals for their quick resolution.
- Should have thorough knowledge on remittances and Cheque process to be able to handle all related inquiries and complaints
- Cash shortage and excess resolution
- Cash management problems
- Regulatory and compliance issues
- Decisions on referred transaction of all counter transactions
- Decisions related to cash management
- Recommend process changes, infrastructure changes and technical equipment modification in the system.
- Responsible for audit ratings, reporting and counter area & operational losses
- Responsible for all GL &sundry account monitoring
- The job holder should have thoroughly knowledge of :
1. counter related functions
2. cash management
3. clearing and collection
4. drafts and Remittances
5. Suspense accounts and G/L booking and liquidation
6. System and process of the area
7. fair knowledge of RBG products
8. Extensive knowledge of all counters related and dependant process. - The following skills will be required to mange the counter area
- Leadership and supervisory skills
- Excellent communication and interpersonal skills.
- The CSM should have at least 5+ years of experience as a teller within banking industry