Senior Counter Service Manager.Egypt- Distribution

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- 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 | |
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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 |