Job Description

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.