Senior Counter Services Manager.RBU- Dubai Internet City.Retail Banking Group

Mashreq Bank; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in the UAE is seeking a skilled professional to supervise and lead a team of tellers. The role emphasizes transaction management, compliance with banking regulations, and delivering excellent customer service. Ideal candidates will have experience in cash handling and supervisory roles, alongside strong communication and leadership skills. This position offers an opportunity to enhance branch performance and customer satisfaction through effective management and training of staff.

Qualifications

• 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.
• Detail-oriented with strong organizational skills to manage and balance cash transactions accurately.

Responsibilities

• Supervise and lead a team of tellers to ensure timely processing of various cash transactions.
• Provide excellent customer service by resolving issues and assisting with complex transactions.
• Ensure adherence to the bank’s policies and regulatory requirements in cash transactions.
• Train and coach tellers on transaction processing and customer service.
• Oversee cash vault operations and prepare reports on cash transactions.
• Analyze transaction net promoter score (TNPS) for customer satisfaction.

Skills

Cash handling

Customer service

Supervisory experience

Banking knowledge

Communication skills

Team leadership

Detail-oriented

Education

Bachelor’s degree in finance or business administration

Tools

Banking software

Microsoft Office

Job description

Key Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• Transaction Net Promoter Score (TNPS)
  • Oversee the calculation and analysis of TNPS to gauge customer satisfaction and loyalty.

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.