To manage efficiently a team of Counter Service Specialist and handle effectively the Branch counters area in a risk free and customer friendly manner.Ensure adherence by counter staff to policies & processes whilst striving to minimize Operational losses.
Ensure all cash counter and SSR counter transactions are processed accurately and swiftly and in accordance with the established policies and procedures and regulatory requirements.
Proactively manage customer queues at the cash counters and SSR counter to ensure customer satisfaction is maintained at the highest.
Endeavour to reduce customer wait time and serve time by efficient and risk free processing of all transactions at the cash counter and SSR counter.
Effectively manage branch cash levels ensuring optimum utilization of cash on hand.
Provide continuous feedback to Branch Operations [District Operations Managers] on process adherence and any observed inconsistencies at both the counters. Additionally, strive towards identifying process improvement opportunities.
Ensure cash shortages and excesses both at counter and ATM are maintained at minimum zero by being vigilant and alert on any possible internal and external frauds and risks. Additionally strive towards zero operational losses in respect to transaction processing errors.
Ensure adherence to all policies and procedures to ensure an acceptable and satisfactory risk rating of the cash counter and SSR counter area by corporate risk management division.
Ensure effective and timely implementation of changes / modifications to the processes and policies made by Head Office.