Counter Service Manager (Head Teller)
Full time
at Mashreq
in
Bahrain
Posted on April 1, 2024
Job details
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 :
- Counter related functions,
- Cash management
- Clearing & Collection
- Drafts & Remittances,
- Suspense / Wash accounts & G/L booking & liquidation,
- System & Process of the area,
- 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.
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