Branch Incharge

About the Role
Every employee plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute, and succeed. The selected candidate will process cash, cheque, and other financial transactions accurately and efficiently while supervising a team to achieve financial objectives and ensure compliance with operations.

Job Purpose
To process cash, cheque, and other financial transactions in accordance with guidelines provided, ensuring accuracy and efficiency. The candidate will supervise a team of staff to achieve financial objectives and ensure adherence to compliance/control areas of branch operations.

Job Responsibilities

Customer Satisfaction / Service Standards

• Ensure cash counters are operational to support business requirements
• Provide service to all customers as per established standards
• Communicate regulations and norms regarding transactions in a professional manner
• Provide advice and guidance about products & services to customers as necessary
• Achieve minimum 'wait' time and 'serve' time, aiming for reducing turn-around time (TAT)
• Lead customers to relevant departments/persons for query resolutions, special deals, and related activities
• Ensure customer complaints/feedback are addressed as per norms and resolve escalated queries

Financial / Sales

• Ensure optimal profit margins are maintained for transactions
• Solicit referrals and initiate cross-selling opportunities to existing customers
• Play a proactive role in customer acquisition and retention activities
• Determine and monitor exchange rates for branch operations to ensure optimal profit margins and customer satisfaction
• Prepare periodic reports on competition analysis and take appropriate action to improve business and customer satisfaction

Compliance

• Handle foreign currency, remittances, and other customer transactions as per policies & procedures
• Carry out assigned activities as per policies and procedures
• Ensure cash handling is done per policy and cash balance at assigned 'till' is accurately tailored/balanced and appropriately handled
• Manage cash in branch by maintaining adequate balances, efficiently sourcing and disposing of currencies, and depositing cash to the bank
• Responsible for securing financial instruments such as drafts, cheques, and traveler's cheques
• Report and review any anomalies such as under/overs to the concerned superior immediately
• Exercise due diligence in processes related to customer transactions, internal control processes, AML compliance, and KYC for all transactions to ensure risk mitigation
• Identify improvement areas and propose constructive changes to achieve operational excellence
• Monitor day-to-day operations to ensure total adherence to policies and procedures
• Provide guidance to branch staff to achieve zero defect in operations and timely completion of all assigned activities

People Management

• Monitor cashiers’ performance and intervene when necessary to enhance efficiency and effectiveness
• Identify cashiers’ training needs and inform management accordingly for action

Job Requirements

Qualifications

• Graduate in any related field, preferably with an accounting background

Experience

• 5+ years of experience as a Cashier/Teller with at least 2 years in a senior branch operations role from a bank or reputed exchange house
• Previous exposure to large volumes of cash handling is an added advantage

Knowledge & Skills

• Excellent organizational skills
• Ability to achieve results through team efforts
• Good presentation and communication skills
• Results-driven and customer-focused

At our organization, we seek talented individuals who work hard to achieve great things. We consider not only your skills and experience but also your passion for the role, your desire to learn, and how well you align with our core values of care, commitment, and vision.