Mashreq
Senior Counter Services Manager
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
- Urgent
Job expiry date: 01/02/2026
Job overview
Date posted
18/12/2025
Location
Dubai, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Compensation
Comprehensive package + relocation
Experience
5 - 10 yrs
Seniority
Senior Manager
Qualification
Bachelors degree
Expiration date
01/02/2026
Job description
The Senior Counter Services Manager role within the Retail Banking Group in Dubai Internet City is a full-time, on-site banking operations leadership position responsible for overseeing counter and teller services within a branch environment. The role focuses on supervising and leading teller teams to ensure accurate and timely processing of cash transactions including deposits, withdrawals, currency exchange, and account inquiries, while maintaining optimal daily cash levels and currency supply. The position carries accountability for delivering high standards of customer service, resolving complex transactions, and managing escalated customer concerns to ensure customer satisfaction. The role also plays a critical function in compliance and risk management by enforcing strict adherence to bank policies, procedures, regulatory requirements, and security protocols related to cash transactions, supported by periodic transaction reviews to identify and mitigate discrepancies. In addition, the position oversees cash vault operations, reporting, team training and development, performance evaluation, collaboration with branch departments, and implementation of strategies to enhance the Transaction Net Promoter Score (TNPS) through personalized service, customer engagement, and continuous improvement based on feedback analysis.
Required skills
Key responsibilities
- Supervise and lead teller teams to ensure timely and accurate processing of deposits, withdrawals, currency exchange, and account inquiries
- Monitor daily cash levels and ensure adequate availability of currency and coins to meet customer demand
- Provide high-quality customer service by resolving inquiries, handling complex transactions, and addressing escalated customer complaints
- Ensure strict compliance with bank policies, procedures, regulatory requirements, and security protocols for all cash-related transactions
- Conduct periodic reviews of transaction records to identify, investigate, and mitigate potential risks or discrepancies
- Train, coach, and mentor tellers on transaction efficiency, customer service standards, and compliance guidelines
- Organize regular training sessions on new procedures, regulations, and product knowledge
- Monitor teller performance, provide constructive feedback, conduct performance evaluations, and recommend rewards or additional training
- Oversee cash vault operations including managing inflows and outflows, balancing vault transactions, and maintaining accurate records
- Prepare and submit daily, weekly, and monthly reports on cash transactions, branch performance, and operational metrics
- Collaborate with other branch departments to ensure smooth operations and an enhanced customer experience
- Implement and manage strategies to improve Transaction Net Promoter Score (TNPS) through active customer engagement
- Analyze TNPS data and customer feedback to identify improvement areas and implement service enhancement measures
Experience & skills
- Possess proven experience in cash handling, customer service, and supervisory roles within the banking industry
- Demonstrate strong knowledge of banking regulations, compliance standards, and security protocols related to cash transactions
- Exhibit proficiency in banking software, cash handling equipment, and Microsoft Office applications
- Hold strong communication and interpersonal skills to interact effectively with customers and team members
- Demonstrate ability to lead and motivate teams, manage conflicts, and provide constructive feedback
- Show strong attention to detail and organizational skills to manage and balance cash transactions accurately
- Demonstrate flexibility to adapt to changing customer demands and operational requirements
- Maintain a high level of integrity and professionalism when handling sensitive financial transactions
