About the Role:
The role involves managing operational excellence, ensuring high levels of customer service, overseeing people management, and maintaining risk and compliance within the branch. You will be responsible for delivering seamless service experiences and optimizing cash operations while adhering to regulatory requirements and internal procedures.
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Operational Excellence:
- Ensure all transactions comply with internal procedures and regulatory guidelines.
- Manage branch cash operations and optimize cash handling effectively.
- Oversee administrative tasks with accuracy and timeliness.
- Maintain Business Continuity Plans and ensure staff are trained and prepared for disruptions.
- Ensure proper display of regulatory signage, tariffs, and exchange rates in the branches.
- Manage branch cash and optimize cash management to ensure operational efficiency.
- Ensure updated BCP escalation matrix, Call tree, emergency contact list is displayed on Branch display board.
- Be the Joint Custodian of till cash for the tellers, main vault, and ATM/EDMs.
Customer Service:
- Deliver high-quality service and resolve customer queries effectively.
- Provide process training to staff.
- Promote cross-selling and monitor team performance and conversion of leads.
- Review service audit reports and implement improvements.
People Management:
- Set performance objectives, conduct evaluations, and identify development needs.
- Provide coaching, guidance, and motivation to team members.
- Conduct regular training, including counterfeit detection for cash handlers.
- Ensure proper handover procedures during staff leave or rotation.
- Ensure Service Audit Reports are discussed with the team members and suggest ways of improvement to enhance service experience.
Risk & Compliance:
- Submit Key Risk Indicators quarterly.
- Implement risk mitigation strategies and escalate issues as needed.
- Ensure adherence to Standard Operating Procedures (SOPs) and regulatory requirements.
- Discuss the updates on Operating Procedures and Advisories and ensure team members are always compliant.
- Complete daily Key Control Checklists.
What We’re Looking For:
- Behavioral Competencies: Analytical Thinking, Motivational Support, Teamwork, Initiative, Staff Development.
- Functional Competencies: Performance Management, Customer Orientation, Persuasive Communication, Influencing Skills, Process Adherence.
Responsibilities:
- Manage transactions with customers using cash registers.
- Scan goods and ensure pricing is accurate.
- Collect payments whether in cash or credit.
- Issue receipts, refunds, change, or tickets.
- Redeem stamps and coupons.
- Cross-sell products and introduce new ones.
- Resolve customer complaints, guide them, and provide relevant information.
- Greet customers when entering or leaving the store.
- Maintain clean and tidy checkout areas.
- Track transactions on balance sheets and report any discrepancies.
- Bag, box, or gift-wrap packages.
