Counter Service Manager

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.

• 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.

• 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.