(UAE Nationals Only) Counter Services Manager

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.

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.

Oversee cash-related transactions at the branch counter, supervise tellers, ensure timely and accurate processing of deposits, withdrawals, currency exchange, and account inquiries; monitor cash levels and maintain adequate currency supply; provide excellent customer service, address inquiries, and resolve escalated issues; ensure compliance with bank policies and regulatory requirements; train and coach tellers on transaction processing, customer service, and compliance; conduct performance evaluations and recommend actions; manage cash vault operations, balance vault transactions, and maintain records; prepare daily/weekly/monthly reports on cash transactions and branch performance; collaborate with other departments to ensure smooth operations; implement strategies to enhance TNPS and customer experience; analyze TNPS data to drive improvements.