Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Bank Cashier
1. Cash Handling
KRA: Responsible for accurately handling cash transactions and maintaining cash drawer balance.
Short Description: Efficient management of cash transactions.
- Number of cash handling errors per month
- Cash drawer balance accuracy percentage
- Average time taken to complete cash transactions
- Customer satisfaction rating on cash handling services
2. Customer Service
KRA: Providing excellent customer service by addressing inquiries and resolving issues promptly.
Short Description: Delivering exceptional customer experience.
- Number of customer complaints resolved within SLA
- Customer feedback rating on service quality
- Average wait time for customers in the queue
- Percentage of repeat customers served
3. Account Management
KRA: Assisting customers with opening and managing their accounts.
Short Description: Efficient management of customer accounts.
- Number of new accounts opened per month
- Percentage of account documentation errors
- Account closure processing time
- Customer retention rate for account services
4. Compliance Adherence
KRA: Ensuring compliance with banking regulations and internal policies.
Short Description: Upholding regulatory and policy standards.
- Number of compliance audit findings
- Completion rate of mandatory compliance training
- Adherence to cash handling procedures
- Percentage of transactions compliant with regulations
5. Cross-Selling
KRA: Promoting bank products and services to customers to increase sales.
Short Description: Enhancing sales through cross-selling.
- Number of cross-selling opportunities identified
- Conversion rate of cross-sold products/services
- Customer feedback on cross-selling experience
- Revenue generated from cross-selling activities
6. Queue Management
KRA: Efficiently managing customer queues to minimize wait times.
Short Description: Streamlining customer flow.
- Average wait time in queues
- Queue length at peak hours
- Customer satisfaction with queue management
- Number of service points open during peak times
7. Fraud Prevention
KRA: Identifying and preventing fraudulent activities during transactions.
Short Description: Safeguarding against financial fraud.
- Number of fraud cases detected and reported
- Training completion rate on fraud awareness
- Time taken to resolve suspected fraud incidents
- Reduction in financial losses due to fraud
8. Cash Flow Management
KRA: Monitoring and managing cash flow to ensure availability for customer transactions.
Short Description: Optimizing cash resources.
- Cash reserve levels maintained within set limits
- Percentage of cash shortages/overages
- Efficiency in cash ordering process
- Cash utilization rate during peak hours
9. Technology Adoption
KRA: Embracing and utilizing banking technology for enhanced service delivery.
Short Description: Leveraging technology for efficiency.
- Training completion rate on new banking technology
- Usage statistics of digital banking platforms
- Customer feedback on technology convenience
- Reduction in manual transaction processing time
10. Team Collaboration
KRA: Collaborating with team members to ensure seamless operations and customer service.
Short Description: Fostering teamwork for success.
- Team goal achievement rate
- Feedback on teamwork effectiveness
- Internal process improvement suggestions from team members
- Customer feedback on team service coordination
