MashreqBank Egypt is looking for an experienced professional to take on the role of Counter Service Manager at our Egypt-Distribution branch in 10th of Ramadan. The successful candidate will oversee and manage all counter-related operations, including transaction processing, cash management, and customer service. They will be responsible for maintaining high standards of service, risk mitigation, and compliance with bank policies and procedures.
Responsibilities
- Manage and lead a team of counter service specialists, ensuring efficient and accurate transaction processing.
- Reduce wait and serve times by optimizing transaction processing and managing customer expectations.
- Enforce, control, and monitor cash transactions, ensuring accurate cash delivery to customers and eliminating cash differences.
- Maintain a vigilant eye for potential fraud and risks, and take appropriate action to mitigate them.
- Provide feedback and reports on process adherence and inconsistencies to branch operations.
- Investigate and resolve any differences in cash balancing and reconciliation, following standard procedures.
- Maintain an up-to-date inventory of security stationery and ensure adherence to policies and processes.
- Ensure effective risk management and regulatory compliance for teller functions.
- Liaise with various departments, including CPS, head office, and customer service, for smooth branch operations.
- Act as the branch's authority in the absence of the branch manager, making critical decisions and ensuring smooth functioning.
Qualifications
- Thorough knowledge of counter-related functions, cash management, clearing, and collection processes.
- Extensive understanding of drafts, remittances, suspense accounts, G/L booking, and liquidation.
- Fair knowledge of Retail Banking Group products and services.
- Excellent leadership, supervisory, communication, and interpersonal skills.
- At least 5+ years of experience as a teller in the banking industry, with a proven track record of success.
- Ability to handle customer interactions and resolve issues through direct interface.
- Strong problem-solving skills, especially in investigating and resolving deviations and exceptions.
- Knowledge of regulatory and compliance issues, and the ability to ensure adherence to guidelines.
- Decision-making skills, with the authority to make decisions on referred transactions and cash management.
- Analytical mindset with attention to detail, ensuring accurate and timely reporting.
