ROLE PURPOSE

To provide customers/branch with an easy and friendly banking experience by giving excellent service through co-ordinating cash and telling staff ensuring customer/branch transactional needs are identified and met and to assist in the achievement cash reduction targets and sales referrals by directly applying Customer Service Standards. To liaise with the branches with the Cash Decision generate by Cash Management Portal

RESPONSIBILITIES
Cash Operation, Customer Service & Sales Referrals.

KEY ACCOUNTABILITIES:
BUSINESS - Active Selling ( 10%):

• Proactively questioning for customer needs and actively referring sales opportunities to Sales Officer's, Accounts Managers, Branch Managers or Sales Managers.

CUSTOMER ( 30%)

• Providing friendly and responsive customer service in transaction, enquiry, maintenance and sales referral areas by implementing Teller Customer Service Standards ensuring customer’s transactional banking requirements are satisfied.

Teller Customer Service Standards

• Always Smile.
• Use eye contact.
• Greet - Using customer's name where possible.
• Ask if the customer has any additional needs.
• Thank and farewell customer using name.

• Retain, maintain and build upon existing and new relationships.
• Accurately carry out processes in accordance with the full range of bank procedures and transactions.
• Proactively identifying and addressing areas of customer dissatisfaction, following up and resolving customer complaints within your discretion or refer.
• Developing and maintaining a high standard of product and service knowledge in transaction areas

OPERATIONS – (45%)

• Enhance the effective operations of the Cash Management Team by contributing ideas and suggestions for improving the level of customer service provided by the Cash Management Department (CMD), the efficiency of practices, procedures, behaviours and presentation of the CMD particularly in the cash and telling areas.
• Checking processing Currency Replenishment/Backload requests and Authorize transactions by applying Yoma Bank’s approval authority limits
• Assisting in the administration of the CMD as required and efficient management of CMD cash supplies.
• Manages and directs cash staff in completing their duties in a timely and efficient manner.
• Facilitate, champion and implement change in systems, processes and environment in branch to achieve continuous improvement in line with the Yoma Bank Transformation Change Program.
• Develop and maintain an environment that facilitates staff input and actions for workplace improvements.

COMPLIANCE – (5%)

• Is accountable for building and providing an environment for branch telling and cash staff to achieve objectives in a compliant manner
• Is accountable for all cash and telling staff under his/her controls to adhere to compliance, audit and regulatory matters. Including adhering to all internal and external policies and procedures.

PEOPLE -Teamwork ( 10%):

• Leads and directs cash and telling staff in the branch.
• Coaches and role models required behaviours for cash and telling staff. Coaches staff in delivering service standards in a consistent manner.
• Support the implementation of the Yoma Bank vision in the branch.
• Help facilitate, champion and implement change in systems, processes and environment in branch to achieve continuous improvement in line with the Yoma Bank Transformation Change Program.
• Coordinate with Branch Manager to completes cash & telling staff reviews in a timely manner
• Develop an environment enabling staff to contribute input for workplace improvements.

Knowledge & Skills

Essential
• High level of managing cash operation and understanding of sales culture, preferably acquired in the Financial Services Sector, with a strong focus on relationship building
• Skills in supporting business development planning, documentation and implementation
• High level analytical skills with the ability to think laterally and the flexibility to be able to work in an environment of change
• General PC literacy and keyboard skills
• Demonstrated high level supervisory, interpersonal and communication skills
• Thorough knowledge of bank procedures, products and services
• Human Resource Management

Education & Special Training

• Completed Tertiary qualifications in a business or related field such as Bachelor of Business, Management, Commerce, Finance, Accounting, Economics and/or industry specific qualifications

Experience

• At least five years of experience in related field.

Languages

• Ability to communicate (verbal and written) in both Myanmar and English languages.