• 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

• .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