Bank Cashier KRA/KPI

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