Role Summary

The incumbent is mainly responsible for managing and training the team of tellers to deliver cash related services to customers over the counter in an efficient, courteous and error-free manner.

Role Description

Assist Branch Manager to implement strategies and plans of the branch to achieve all volume, revenue, profit targets.

Lead the carrying out of branch cash and other teller-related transactions in a timely and efficient manner to facilitate achievement of pre-approved branch targets.

Ensure through the existence of adequate controls that instances of cash shortages/ misappropriations are avoided.

Ensure customer satisfaction all times and resolve customer complaints timely and effectively.

Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

Build and maintain strong and effective relationship with the all other related units to achieve the Group’s goals/objectives.

Manage counter loads by assessing the over the counter situation and distribute the load accordingly to reduce customer waiting periods.

Overall responsible for all transactions processed within the teller area and for safe custody of the cash/ other valuables.

Ensure that tellers process transactions (cash, checks, remittance requests, utility bills, credit card payments etc) in compliance with the approved policies/ procedures and the applicable regulatory guidelines.

Authorize transactions that exceed the individual teller’s authority but are within the authority delegated to the incumbent.

Authorize issuance of demand drafts/ managers checks within the limits of the authority delegated to the incumbent.

Liaise with the personnel responsible for transportation of cash to/ from central vault to ensure timely availability of cash at all times while at the same time avoiding excess cash holdings. And also oversee cash transfers from/to Tellers, branch vault and ATMs.

Review the teller end of day reports against the source documents to ensure accuracy and completeness of processing.

Conduct counts of the cash/ other valuables in the vault against the documentary records. Resolve instances of excess/ short cash noted in accordance with the duly approved policy/ procedures.

Ensure all clearing items and remittance requests received from customers are forwarded to the concerned department/ unit within Group Infrastructure without delay for processing.

Identify suitable opportunities to cross-sell products or services offered to customers.

Responsible for “Head of Customer Services” activities, when necessary, or to ensure successful staff rotation.

Monitor and review the branch’s security procedures and control access to vault.

Provide training to the team of tellers as and when needed and solve difficulties beyond their expertise.

Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.

Qualifications

University degree with a minimum of 3 years experience related to teller service in a major banking institution out of which 2 years should be in a similar role.

Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Well-informed of branch teller practices and regulations; with at least 2 years experience in local environment.