Teller Service Manager

Job Description

To grow PRB,BB and Cards revenue and to promote digitisation with specific focus on Mobile Banking.BusinessEnsure to cross sell CARDs / CASA / Loans to customers monthly to help branch achieve sales targetsDeliver quality service while carrying out the following transactions for customers:Accept customer instructionsCash deposits/ Cash withdrawalsAccept Credit card payment/ Pay credit card advancesAccepting, verifying and dispatching clearing chequesAccepting & Processing draft/pay order instructionsCustomer account detail inquirySignature verificationPurchase and Sale of foreign currency along with updating the Exchange Control system with relevant forms. (Form 1, 2 & 4)Exchange cash for customersInput of documents to workflow systems and attending to workflow items.Managing deliverablesOrdering and delivering cheque booksAccepting account opening documentsAccepting and submitting instructions to CMSAcceptance of Dormant / Unclaimed Account reactivationEffecting account to account transfersHandling Safe Deposit lockers where necessaryAct as Key Custodians As per Key Custodianship MemoProcessesDay end cash balancingDual control of Cash functions / Cash holdingsControl of Security stationary/deliverablesAct as a bulk teller whenever requiredAttending to monthly returnsAssisting in monitoring and closing of zero balance accountsReview of processing entries and vouchers / Journal verifications / Teller reconciliationExchange cash between Teller & Vault / Teller & TellerTo attend to customer courier runs (as applicable)Attend to KPI returnsSundry & Suspense Account ReconciliationDaily ReconciliationManual reconciliation along with the PSGL system reconciliationMonthly reconciliationFCS System reconciliation - forward all the relevant supporting documents to the other Department on a timely manner (pls remove if not applicable)Efficient and effective financial analysis and credit risk assessment by:Regular monitoring of accountsIdentifying adverse financial trendsAdhering to Group credit policies and standards regarding reporting and documentationEnsuring compliance with group standards and regulatory requirements.Ensuring data integrity in all core systems and documentationSending excess lettersMake arrangement to close accounts after three cheque returnsUnderstanding of Lending processes covering:Account and Facility ProcessingAccount and Facility MaintenanceAct as a representative for record retrieval/lodgement as and when assigned.Provide assistance to RMs to review, credit applications and follow-ups including mortgage and other loan documentation within authorized limits whilst adhering to guidelines specified in the Personal Banking Credit Policy & PracticeManual and approved product programsPeople and TalentEnsure behaviour consistent with the Group s vision and values.Display team spirit, strengthening internal relationships with no conflictsTo ensure annual self-appraisals are completed and submitted to HR on time.Risk ManagementEnsure proper controls are adhered to in daily operations while complying with the bank s compliance policies and regulatory requirementsAdherence to Exchange control and Money Laundering PoliciesTo report Unit s OR issues and losses to BOSM / BRM / BM.To identify and report all exceptions on noncompliance with standard controlsBe fully aware of all the policies and procedures issued in relation to GPS, Group Code of Conduct, Customer Due Diligence and Money Laundering and Prevention and other applicable (group and Local). Ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. Ensure zero tolerance method for all this aspectGovernanceEnsure compliance with the laws of the land, exercise local banking regulations, and build strong relationships with the CBSLRegulatory & Business ConductConsistently adhere to local and international service standards.Practice service excellence in handling customer issues, complaints, product enquiries in a timely, problem-free and responsive manner.Recommend improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency.Key StakeholdersInter branch staff /Credit and operations teamsOther ResponsibilitiesEnsure that all the above services are delivered with accuracyAssist the branch by ensuring timely service to customers so customer traffic is efficiently managed.Recommend workflow changes for customer service with greater efficiency and effectiveness.Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions and highlight the same to sales staffHe/She is aware of bank s Mis-selling & Sales Policies and ensure adherence all the times.Educating customers about direct banking channels so specific transactions can be migrated to internet banking, phone banking, ATMs, etc.Be fully aware of all the policies and procedures issued in relation to Branch GPS, Group Code of Conduct, Customer Due Diligence, Money Laundering Prevention and other relevant policies (group and Local). Ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. Ensure zero tolerance method for all this aspects.Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspectionsPremises management in areas of merchandising, housekeeping as well as store management as an employee, would be responsible for working with the Bank to ensure a safe and healthy workplace for all. As part of the Health and Safety guidelines you should:Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions;Co-operate with Management to support and promote Health and safety in the workplace;Ensure that your actions do not put others at risk;Work in a healthy and safe manner;Encourage others to work in a healthy and safe manner;Report all accidents and incidents; and Bring to the attention of the management any hazard in the workplaceEnsuring compliance with group standards and regulatory requirementsProvide the highest level of customer service and responsiveness to all customersEnsure to raise TOD s for branch RM s customers as and when required to process transactionsAction customer enquiries, investigate complaints, initiated by Relationship Managers/OfficersCo-ordinate with internal support functions/departments and areas of the bank to obtain relevant information.Ensure the unit s adherence to credit and operations audit (Compliance Standards)All operations/processes relating to Account/Credit Card services, instructions received from RMs/CustomersIndependent Call back for customer requestsAssist RM in preparing CDD reviews for customer portfolioCo-ordinate and collate data from RMs to review the daily excess reports and monthly IAR reportReview & forwarding limit / lien adjustments initiated by RMs to BOOur Ideal CandidateTertiary qualification in Banking/Finance/Marketing would be an advantageRole Specific Technical CompetenciesSound time management and communication skillsThorough knowledge of banking operationsGood understanding of product, policies, Group guidelines and Central Bank RegulationsAbility to handle pressure, conflicting priorities and constant change.Good behaviour with a good understanding of values of the Group.,

Keyskills :
keeping things simplecode of conductcredit riskbuild strong relationshipsteam spirit