COUNTER SERVICE MANAGER
Mashreqbank
Total years of experience :23 years, 11 Months
Key Responsibilities:
Manage effectively the smooth functioning of operations in Mashreq Doha’s busiest - Ramada branch
Assisting the Branch Head by managing a team of counter service specialists, customer relations officers and a team of sales and service officers and proactively manage the branch maintaining customer satisfaction at optimum levels.
Support in generating revenue to the bank by encouraging and instructing staff to cross-sell key products.
Introduce potential new to bank customers and provide leads for opening personal, SME and corporate accounts and cooperate with relationship mangers to maintain excellent relationships with SME and corporate clients by supervising the timely execution of their transactions.
Ensure all counter transactions are processed accurately and swiftly in accordance with the bank’s policies, SLA and regulatory requirements.
Print instant chequebooks, debit and credit cards and deliver these security items to customers/clients over the counter under CCTV surveillance.
Provide feedback to Branch Manager and Branch Operations on process adherence and any observed inconsistencies. Additionally, strive towards identifying process improvement opportunities.
Conduct Morning huddles and review/discuss the performances of branch staff while also emphasizing on robust internal controls and improved business approaches/strategies to generate revenue for the branch whilst providing and maintaining excellent and rewarding relationships with our customers always.
Monitoring cash shortages and excesses at counter and ATM are maintained at minimum nil by being vigilant and alert on any possible internal and external frauds and risks also striving towards minimal/zero operational losses within transaction processing errors.
Instructing adherence by staff to SOPs, SLAs, KYC & AML policies to benefit from an above satisfactory rating by internal audit and risk management.
Attending to resolving customer complaints, if any, by direct interface with the customer/s.
Liaise and coordinate with internal and external auditors during branch operations review and work diligently to obtain above satisfactory audit rating.
Liaise and coordinate with central processing unit, Head office, risk management, Service Quality & Branch operations for a smooth, risk free, efficient and well controlled functioning of branch operations.
Coordinate with IT during system malfunctions/interruptions to trouble shoot system issues and errors.
One of the officials listed with Qatar central Bank to request/send cash for/from branches and bank’s official for reporting EOD cash balances to QCB on a daily basis. Also, one of the authorized signatories of Mashreqbank, Qatar, with signature and signature number registered under the central Bank of Qatar. Authorized to sign on Demand drafts, pay orders, Contributed towards being awarded the best branch in 2014 and 2015.
Solely responsible for smooth functioning of CCTV operations to warrant uninterrupted recording of all cameras.
Monitor, review and, if required, address all regulatory, compliance and money laundering issues.
Responsible for all administration issues such as supplies and repairs related to the branch and escalate when required to ensure immediate and permanent fix.
Responsible for audit ratings, reporting and operational losses arising out of transactions in branch.
Responsible for maintaining and managing all general ledger line and sundry accounts of the branch.
Welcome our customers politely and courteously, and assist them with their transactions.
Offer relevant advice to customers based on inquiries about personal banking transactions.
Handle customer complaints and suggestions with finesse and reciprocate the solution accordingly, with the help of the Counter Service manager.
Develop good relations with customers by providing clarifications, and solutions as and when required.
Maintain excellent relationship with customers at all times.
Provide effective customer care through prompt and quick service.
Assist customers in cash withdrawals, deposits, payments and remittances, cheque clearing and collections.
Adhere to SOPs always.
Cross-sell banking products to customers, over the counter
Adhere to and follow the clean -desk policy at all times.
Manage a team of telemarketing officers
Development of contact and activity Management through effective usage of provided leads.
Ensuring the creation and delivery of timely Campaign Communication like Sales
Guides, Sales aids and Sales Scripts.
Approving appropriate material/scripts
Supervise inbound calls related to customer inquires
Assist staff during calls with clients, when required
Train staff on effective methods of tele-communication
Prepare daily call reports summarizing the number of calls entertained and providing relevant feedback to the General Manager
Assist Manager in handling and managing different IT related projects.
Development of Sales Activity Management Standards by ensuring enhanced planning and co-ordination of campaigns to ensure timely delivery
Maximize sales opportunities and enhance sales.
Coordinate with Technology team and ensure all the aspects of projects are running smoothly.
Escalate obstacles, conflicts, constrains to appropriate level of authority on the assigned projects.
Circulate minutes of meeting to all participants to take action timely.
Follow up to help implement and track progress of projects to ensure standard completion and subsequent delivery of software/hardware to the client.
Drive and grow frontline & sales management expertise
Enhancing communication through the knowledge received from in-house sales coaching.
Enhancing the sales culture and sales processes by understanding customer needs and basing the sale accordingly.
Maintain excellent relationship with customers at all times.
Provide effective customer care through prompt and quick service.