Counter Service Manager (Head Teller)

Job Purpose:

• To manage efficiently a team of Counter Service Specialist and handle effectively the Branch counter area in a risk free and customer friendly manner.
• Ensure adherence by counter staff to policies and 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 and 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 and monitoring the cash transactions processed and ensuring accurate delivery of cash to customers at all times.
• Be vigilant and alert on any possible frauds and risks.
• Provide continuous feedback to Branch Operations on process adherence and any observed inconsistencies at the counter through Branch Monthly Exception Reporting Mechanism.
• Investigate thoroughly any differences in balancing and reconciliation of cash and other security items by following the standard process of checking / scrutiny / investigation.
• Maintain an up to date / balanced inventory of all security stationery.
• 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.
• Maintain tight control on all Branch Sundry and Suspense & Income accounts and prepare / report monthly statements to Branch Operations.
• Ensure all Branch GL lines monitored, balanced and reconciled as per guidelines.
• Ensure any changes / modifications to the processes and policies made by HO are timely implemented.
• Ensure effective risk management and 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 and controlled functioning of teller area.

• The job holder should have thorough knowledge of :

1. Counter related functions,
2. Cash management
3. Clearing & Collection
4. Drafts & Remittances,
5. Suspense / Wash accounts & G/L booking & liquidation,
6. System & Process of the area,
7. Fair knowledge of RBG products

• Extensive knowledge of all counter related and dependent process.
• Leadership / Supervisory skills
• Excellent communication and interpersonal skills
• 4-5 years of experience as a teller within the banking industry.