Customer Service Manager

This role involves overseeing the daily operations of the Cash Services Officer (CSO) department, ensuring smooth management of cash handling, remittances, fund transfers, lockers, and ATM services. The incumbent will be responsible for maintaining accurate cash balances, reconciling interbranch transactions and pay orders, and ensuring strict adherence to cash limits. Compliance with bank policies, regulatory requirements from the State Bank, and internal procedures related to KYC, AML/CFT, and account opening is essential. The position also requires safeguarding branch assets such as cash, vaults, ATMs, security stationery, and cheque books, while ensuring timely ATM replenishment and locker management. Maintaining high service quality, resolving customer issues, supporting audits, and facilitating business growth through deposit retention and cross-selling are key aspects of this role. Coordination with branch staff and the Head Office is critical to managing administrative assets, IT equipment, and security devices effectively.

Key Responsibilities

- Supervise daily CSO operations including cash handling, remittances, fund transfers, lockers, and ATM services.
- Ensure accurate cash balancing, interbranch reconciliation, pay order verification, and adherence to cash limits.
- Maintain compliance with bank policies, State Bank regulations, KYC, AML/CFT guidelines, and account opening procedures.
- Safeguard branch cash, vaults, ATMs, security stationery, cheque books, and other controlled items.
- Oversee timely ATM replenishment, locker management, call-back confirmations, and daily operational reporting.
- Uphold service quality standards and efficiently resolve customer service issues.
- Facilitate internal and external audits, ensure timely closure of audit observations, and strengthen internal controls.
- Support deposit retention initiatives, promote business growth, and identify cross-selling opportunities.
- Coordinate with branch staff and Head Office regarding administrative assets, IT equipment, and security devices.

Required Qualifications

- Minimum of 16 years of formal education.
- At least 2 years of relevant experience in a similar role or 5 years of experience within the Operations Department.
- Strong decision-making skills and technical knowledge of banking equipment.
- In-depth understanding of regulatory and compliance requirements, including SBP regulations.
- Proficiency in ATM operations and cash management processes.
- Behavioral competencies such as being proactive, disciplined, customer-focused, detail-oriented, and capable of handling pressure.
- Approachable demeanor with controlled and professional behavior.

This position offers the opportunity to work in a dynamic banking environment where operational excellence and regulatory compliance are paramount. The role demands a detail-oriented and customer-centric professional who can manage multiple responsibilities while supporting the branch’s overall business objectives.