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 expectations for each transaction and ensure adherence to basic service standard set by the business
Eliminate risk of cash differences by diligently enforcing, controlling &monitoring the cash transactions proceeded & ensuring accurate delivery of cash to customers at all times.
Be vigilant & alert on any possible fraud & risks.
Provide continuous feedback to branch operations on process adherence & any observed inconsistencies at the counter through branch monthly exceptions reporting mechanism
Ensure cash shortages & excesses both at counter & ATM 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 date balanced inventory of all security stationary
Adhere to al policies and processes to ensure an acceptable risk rating of the counter area audit- Branch operations
Report deviations/exceptions to concerned authority as per standard practice recommended by the business
Maintain tight control on all branch sundry &suspense & income accounts & prepare report monthly statements to branch operations
Ensure all branches GL lines monitored ,balanced & reconciled as per guide lines
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.
Collect RCSA Testing required documents from branches under cluster area.
Any ORE should be raised to be revised from his side prior branch sharing with Control Team.
Follow up for User profile transfer between branches / User Profile Activation – Deactivation for branch staff under cluster area for the CSM Grade I+.
Ensure that any Branches with pending transactions appearing in EOD report are cleared.
Required approvals for branches who are exceeding branch limit for Cash position under cluster manager area are obtained.
Shipment request is obtained for branches who has Min. cash balance.
EOM reports consolidated reply for : Stop payment / Staff Returned Chqs / Counterfeit notes , each CSM with grade I+ to send it to branch Control EOM instead of collecting it separately from each branch.
OPERATING ENVIROMENT,FRAME WORK & BOUNDARIES, WORKING RELATIONSHIPS
- 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 & controlled functioning of teller area.
In the absence of the branch manager the CSM will be the acting authority in the branch.
PROBLEM SOLVING
- Investigate all the deviations and exceptions reported in the counter are of the branch, document them and obtain necessary approvals for their quick resolution.
Should have thorough knowledge on remittances and Cheque process to be able to handle all related inquiries and complaints
Cash shortage and excess resolution
Cash management problems
Regulatory and compliance issues
DECISION MAKING AUTHORITY & RESPONSIBILITY
- .Decisions on referred transaction of all counter transactions
Decisions related to cash management
Recommend process changes, infrastructure changes and technical equipment modification in the system.
Responsible for audit ratings, reporting and counter area & operational losses
Responsible for all GL &sundry account monitoring
