• Lead and manage the customer service operations team, including training, coaching, and evaluating staff to ensure efficient and effective service delivery.• Oversee the day-to-day operations of customer service channels, including in-person banking, telephone support, email inquiries, online chat, and digital platforms.• Help resolve staff problems on work-related matters.• Monitor customer interactions and transactions to ensure compliance with bank policies, procedures, and regulatory requirements, as well as adherence to service quality standards.• Collaborate with other departments, such as marketing, product development, and IT, to enhance the overall customer experience by identifying and implementing improvements to products, services, and processes.• Manage the overall cash operations of the bank, including cash vaults, ATM replenishment, currency ordering, cash forecasting, and cash logistics.

• Ensure that the bank complies with relevant laws, regulations, and industry standards, such as those related to banking, anti-money laundering (AML), know your customer (KYC), and data protection.• Review operational processes and procedures to identify inefficiencies, weaknesses, and opportunities for improvement.• Monitor the implementation of audit recommendations and verify that corrective actions have been taken to address identified deficiencies.• Collaborate with other departments, including risk management, compliance, and legal, to coordinate audit activities and share information.

• Manage existing client relationships and develop new business opportunities with customers.• Recommend new products or services to customers based on their current needs.• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.• Identify opportunities to cross-sell bank products and services to customers.• Recommend new products or services to customers based on their current needs.• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.

• Supervise a teller line that processes a variety of financial transactions including check cashing, withdrawals and deposits.• Train new tellers on banking procedures, customer service standards, and cash handling practices.• Provide leadership and guidance to the teller team, fostering a positive and productive work environment.• Back up tellers and perform teller duties as needed.• Oversee the operation of the bank's cash vault, including the secure storage and handling of cash, valuables, and other assets. Ensure that vault procedures are followed and that access to the vault is restricted to authorized personnel.• Manage the overall cash operations of the bank, including cash vaults, ATM replenishment, currency ordering, cash forecasting, and cash logistics.

• Accept cash and checks for deposit.• Process cash withdrawals.• Perform specialized tasks such as exchanging foreign currency.• Promote bank products and services to customers.• Balance cash in cash drawer at the end of each shift.

• Open new bank accounts according to laid down rules and guidelines.• Provide information regarding the bank’s products and services to its customers.• Handle any inquiries and resolve customer complaints.