• Error free execution of all customer/branch based financial (cash receipt and payments) and all other non-financial transactions as per delegated authority and SOPs, to ensure accurate processing and optimum level of customer satisfaction.
• Implement all processes as per bank’s Standard Operating Procedures and agreed KPIs in order to ensure adherence to the policies and maintain branch performance.
• Check and monitor the assigned branch operational reports to mitigate operational risk and help with the branch in attaining satisfactory audit rating.
• Safeguard the cash vault, stationery and ATM, while processing transactions, in order to maintain security and reduce the bank exposure to undue risk.
• Report suspicious transactions to the Branch Manager when required, to ensure further escalation to compliance in a timely manner.
• Ensure all charges are recovered as per Schedule of Bank Charges (SOBC) from customers to avoid any financial loss.
• Maintain all cash related MIS / Cash Transactions Reporting on a timely basis as per defined policies, for facilitating reporting to the regulatory bodies (SBP) and senior management.
• Maintain cash in hand and Vault in accordance with State bank’s clean note policy and assigned cash-in-safe limits, to avoid regulatory penalties / payment of excess premium and to attain satisfactory audit ratings.
• Ensure cash balancing are reconciled with cash on hand GL in all currencies to mitigate cash differences.

• Ensure all processes are followed as per Branch Operations, Foreign exchange manuals & KYC/AML policy; while ensuring Compliance and TATs are met as per Service Level Agreement between departments.
• Ensure, manage and supervise over the counter services in the branch to achieve timely and accurate processing of customer requested transactions and customer complaints, while ensuring service delivery is as per the prescribed standards and SLAs between the functions of the bank.
• Ensure all trade business are managed and supervised by following procedures to ensure adherence to the bank’s risk and compliance policies. (wherever applicable).
• Ensure that all regulatory reporting are submitted on timely basis to avoid non-compliance at all levels.
• Provide guidance and recommendations in order to support the resolution of all customer cases to improve overall customer experience.
• Supervise and ensure compliance with Money Laundering and terrorist financing regulations and Know Your Customer Guidelines, while regularly reviewing KYC status, customer profiles, conduct risk assessments, authorization of transactions on a daily basis, to ensure that the branch conducts its business following the required system/ process flow to counter money laundering and terrorist financing.
• Hold the custody of cash vault, security stationery and ATM, while acting as branch security officer by conducting security drills and alert staff, in order to remain vigilant and maintain security.
• Ensure all processes are performed as per bank policies to achieve best satisfactory audit ratings in internal, external and SBP audits.
• Facilitate growth in business and strengthen Bank by ensuring customer satisfaction, actively participate for retention of deposits, identify and follow up on cross sell leads along with the branch manager in order to strengthen the liability position of the bank.

• Greet customers warmly and ascertain problem or reason for calling.
• Provide customer services over the helpline to respected customers regarding various information, queries and complaints.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Work with customer service manager to ensure proper customer service is being delivered.
• Utilize computer technology to handle high call volumes.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/team sales targets and call handling quotas.