Counter Service Manager
Doha, Qatar
Counter Service Manager
Job Purpose
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To manage efficiently a team of Counter Service Specialist and handle effectively the Branch counter area in a risk free and customer friendly manner.
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Ensure adherence by counter staff to policies and processes whilst striving to minimize operational losses
Key Result Areas
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Ensure all counter transactions are processed accurately and swiftly and in accordance with the laid down procedures.
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Reduce wait time and serve time by efficient processing of all transactions.
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Manage customer expectation for each interaction and ensure adherence to basic service standards set by the business.
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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.
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Be vigilant and alert on any possible frauds and risks.
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Provide continuous feedback to Branch Operations on process adherence and any observed inconsistencies at the counter through Branch Monthly Exception Reporting Mechanism.
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Ensure cash shortages and excesses both at counter and ATM are at zero.
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Investigate thoroughly any differences in balancing and reconciliation of cash and other security items by following the standard process of checking / scrutiny / investigation.
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Maintain an up to date / balanced inventory of all security stationery.
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Adhere to all policies and processes to ensure an acceptable risk rating of the counter area by Audit.
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Report deviations / exceptions to concerned authority as per standard practice recommended by the Business.
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Enhance usage of ATM by customer coaching and ensure minimum risk for ATM maintenance.
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Maintain tight control on all Branch Sundry and Suspense & Income accounts and prepare / report monthly statements to Branch Operations.
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Ensure all Branch GL lines monitored, balanced and reconciled as per guidelines.
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Ensure any changes / modifications to the processes and policies made by HO are timely implemented.
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Ensure effective risk management and regulatory compliance for the Teller functions.
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To observe appropriate measures defined for cash & vault security.
Knowledge, Skills and Experience
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The job holder should have thorough knowledge of :
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Counter related functions,
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Cash management
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Clearing & Collection
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Drafts & Remittances,
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Suspense / Wash accounts & G/L booking & liquidation,
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System & Process of the area,
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Fair knowledge of RBG products
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Extensive knowledge of all counter related and dependent process.
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Leadership / Supervisory skills
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Excellent communication and interpersonal skills
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4-5 years of experience as a teller within the banking industry.
