Counter Services Manager.Dubai Mall Branch.Retail Banking Group

Position Overview:

The Bank Branch Counter Services Manager (Cash Area) is responsible for overseeing the efficient and accurate execution of cash-related transactions and services at the branch’s customer-facing counter. This role requires strong leadership, exceptional customer service skills, and a keen eye for detail to ensure compliance with regulatory requirements and the bank’s policies.

Key Responsibilities:

1. Transaction Management:

• Supervise and lead a team of tellers to ensure timely and accurate processing of various cash transactions, including deposits, withdrawals, currency exchange, and account inquiries.
• Monitor daily cash levels and maintain an adequate supply of currency and coins to meet customer demand.

2. Customer Service:

• Provide excellent customer service by addressing customer inquiries, resolving issues, and assisting with complex transactions.
• Handle escalated customer concerns or complaints, aiming for prompt resolution and customer satisfaction.

3. Compliance and Risk Management:

• Ensure strict adherence to the bank’s policies, procedures, and regulatory requirements in all cash-related transactions.
• Conduct periodic reviews of transaction records to identify and mitigate potential risks or discrepancies.

4. Training and Development:

• Train and coach tellers on efficient transaction processing, exceptional customer service, and compliance guidelines.
• Organize regular training sessions to keep the team updated on new procedures, regulations, and product knowledge.
• Monitor tellers’ performance and provide constructive feedback to promote growth and improvement.
• Conduct performance evaluations and recommend appropriate actions, such as rewards or additional training.

5. Performance Evaluation:

6. Cash Management:

• Oversee cash vault operations, including managing cash inflows and outflows, balancing vault transactions, and maintaining accurate records.
• Prepare and submit daily, weekly, and monthly reports related to cash transactions, branch performance, and operational metrics.
• Collaborate with other branch departments to ensure a smooth flow of operations and exceptional customer experience.
• Implement strategies to enhance the branch’s TNPS by actively engaging with customers during their transactions.
• Train and guide the team to provide personalized service and exceed customer expectations, positively impacting the TNPS.
• Regularly analyze TNPS data and feedback to identify areas for improvement and implement measures to enhance the overall customer experience.

7. Reporting:

8. Collaboration:

9. Transaction Net Promoter Score (TNPS):

Qualifications and Requirements:

• Bachelor’s degree in finance, business administration, or a related field (preferred but not mandatory).
• Proven experience in cash handling, customer service, and supervisory roles within the banking industry.
• Strong knowledge of banking regulations, compliance standards, and security protocols related to cash transactions.
• Excellent communication and interpersonal skills to effectively interact with customers and team members.
• Ability to lead and motivate a team, manage conflicts, and provide constructive feedback.
• Proficiency in using banking software, cash handling equipment, and Microsoft Office applications.
• Detail-oriented with strong organizational skills to manage and balance cash transactions accurately.
• Flexibility to adapt to changing customer demands and operational requirements.
• High level of integrity and professionalism in handling sensitive financial transactions.