Teller Supervisor

Role Purpose

Providing superior customer service and ensuring operational efficiency in all Teller and clearing functions like withdrawals, deposits, transfers, and customer queries on transactions.

Key Responsibilities

• Increasing PIB registrations and migrating teller queues to the ATMs.
• Ensuring a Cross sell attempt is made for every customer interaction at the teller counter.
• Processing cash payments and accepting cash deposits after carrying out all necessary operational checks as per guidelines.
• Ensuring all operational requirements like bundling, labeling, sorting of notes are done and no soiled notes are handed over back to the customer.
• Maintaining cash position as per laid down cash control procedures and balancing the cash till end of day every day.
• Minimizing cash differences and ensuring they are informed immediately to the Teller Supervisor.
• Maintaining control over all deliverables like cheque books, Cards, pins, welcome packs, IWPs.
• Ensuring all collect items are handed over to customers as per laid down operational guidelines and after carrying out all necessary checks.
• Ensuring satisfactory implementation of all audit recommendations with the assistance of the Teller Supervisor.
• Identifying process gaps to ensure compliance with procedures.
• Ensuring ATMs are replenished and all ATM related facilities are available to the customer as required by internal policy.
• Ensuring effective service of customers by providing prompt and qualitative service.
• Handling customer complaints within defined TATs.
• Keeping dockable complaints within acceptable benchmarks.
• Monitoring customer service scores and driving improvements.
• Ensuring satisfactory audit ratings/no adverse comments from internal, external, and RBI auditors.
• Exercising caution while handling foreign currency transactions.
• Managing risk by adhering to processes and controls, and ensuring timely escalation of control issues and reputation risks.
• Maintaining HSBC internal control standards and addressing audit points and/or any issues raised by regulators in a timely manner.
• Representing the organization with relevant internal and external stakeholders.
• Allocating and prioritizing work, providing direction and feedback, managing team capacity and leave in line with policy.

Typical Targets and Measures

• Transaction migration to ADCs.
• Cross Sell of bank products.
• Teller Operations.
• Error Rates.
• Reduction in customer waiting periods.
• Accurate transaction processing.
• Minimization of cash shortages and frauds.
• Monitoring exception reports to ensure adequate control on branch operations.

Compliance and Control

• Complying with applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC.
• Remaining alert and promptly reporting potential sanction evasion activities or violations of AML policy.
• Understanding legal responsibility to be vigilant for unusual activity and reporting it.
• Supporting FCC AML Office/ AML Investigations by providing additional information when required.
• Attending and successfully completing AML and Sanctions related assigned training.
• Demonstrating understanding of PEP acceptance, prohibition, CDD & EDD guidelines.
• Identifying high-risk indicators for various products and services.
• Ensuring all required records are obtained for customers as per laid down processes.
• Ensuring the prescribed process is followed when dealing with non-HSBC customers' requests for monetary instruments and wire transfers.
• Adhering to regulatory guidelines and internal AML & Sanction Policy.
• Being aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services.
• Undertaking necessary due diligence to ensure transaction nature aligns with customer profile.
• Communicating the scope of services and prohibited offerings to customers.

Requirements & Tech Stack

• Familiarity with AI-enabled tools is an advantage.

Qualifications

• University (BA) or (BS).
• Knowledge of operational integrity required by the Group.
• Holistic understanding of Branch Operations.
• Through Knowledge of Branch operations, various matrices, and Processes of the bank.
• Sound understanding of the company’s customer service requirements.

Major Challenges

• Constant pressure of customer queries.