Foley Pascal

To manage branch’s front office department

• To provide high quality customer service and maintain standards
• To manage all front office customer-related queries
• To market Bank’s products and services
• To maintain good customer relations
• To maintain branch registers
• To perform callback confirmation and authorize transactions
• Improved service delivery efficiency by implementing streamlined processes and procedures.
• Developed strong relationships with internal departments, ensuring seamless collaboration for efficient service delivery.
• Reduced resolution times by promptly addressing and resolving escalated customer issues.
• Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet strict deadlines without compromising quality of service delivered.
• Ensured adherence to industry standards and regulations, maintaining a high level of professionalism at all times.
• Increased client retention rates through consistent performance monitoring and improvement initiatives targeted at addressing specific pain points in service delivery process.
• Implemented quality control measures to ensure consistent excellence in service delivery across all projects.
• Mentored junior team members, providing guidance on best practices in service delivery management.
• Enhanced customer satisfaction with timely and accurate responses to inquiries and concerns.
• Evaluated team performance regularly, providing constructive feedback and guidance to help each member reach their full potential in their service delivery roles.
• Fostered a positive work environment that encouraged teamwork while also promoting individual growth opportunities within the company.
• Generated reports detailing findings and recommendations.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Conducted regular reviews of operations and identified areas for improvement.

• Conducted in-depth branch visit for review to strengthen the overall quality and credibility of the branch operations manual.
• Report writing
• Identified areas for potential improvements within reviewed materials, providing actionable recommendations to the management.

• Management of branch cash department
• Ensure 100% compliance of the bank’s procedures
• To develop the Branch's Retail clientele base and ensure that targets and focused business growth are realized within set parameters
• Inquiry and Reporting on suspicious transactions
• Ensure end of day balancing of cash
• Reconciling of branch suspense and GL accounts
• Confirmation of large cheque withdrawals
• Reviewing and authorization of local and foreign currency transactions (Cash and cheque Deposits/Withdrawals/, Outward cheques processing, Outward TTs & TISS)
• Authorization of inter-bank/branch transfers, cash payments, Bankers Cheques, Foreign currency transactions etc
• Queue management in the banking hall
• Follow up on customer complaints
• Ensure all transactions have been authorized for the day
• Call over of the day's transactions
• Preparation of daily, weekly and Monthly, Management reports
• To act as the prime interface between the bank and the client, maintaining good customer relations and ensuring that customer needs are met within the strategic objectives of the bank
• To ensure high levels of customer service to both walk-in customers and account holders
• Liaise with Relationship Managers on authorization of excess forms for accounts going into Overdraft
• Branch Asset verification
• Confirmation of treasury sales and deals to customers
• To carry out surprise teller snap checks
• Managing of all branch registers
• Heading branch's weekly meetings
• First vault, ATM, and safe deposit locker custodian
• Custodian of safe deposit lockers
• Training of new and existing tellers on the banks new and existing procedures
• Verifying cash by balancing cash drawers and maintaining cash count records
• Inspiring team members to perform to full potential, driving branch profitability
• Disciplining employees to encourage compliance with company policies and procedures
• Assigned duties to employees and examined work for accuracy, neatness and timeliness
• Leave management

Departments:

• Branch operations
• Retail banking department
• Card Center department
• Centralized Clearing Unit
• Account opening unit
• Money Transfer Services
• Branch Management Unit
• International banking and Trade Finance
• Treasury back office
• Corporate Credit
• Credit Administration Departments
• Risk and Compliance departments
• Internal Audit