Retail Lead Hand

Job Description

Under the direction of management, oversees the provision of counter
sales and services in a retail outlet; maintains financial records,
maintains good relations with postal customers in the area; controls the
inventory of postal related products and values; performs administrative
duties; oversees postal services such as delivery to lock boxes and
delivery by RSMC; performs other related duties as consulted with the
Union. Assistant, alternate or relief lead hands perform lead hand
functions when the lead hand is away.  A number of duties of the Retail
Lead Hand are common to and shared with P04 Postal Clerks and requires
co-operation between these two functions.

Job Responsibilities

Oversees the provision of counter sales and services in a retail outlet

by assigning various tasks, including self-directed study packages, to
the staff to meet customer needs, at the request of management;
by providing coaching and on the job training to staff and regular
information on new procedures, products and services e.g. (postal guide
updates and Corporate Manual System) in order to improve the accuracy
and quality of service offered
by promoting mailing solutions for business customers;
by performing the duties of a wicket clerk as needed to ensure service
to the public.

Oversees the financial operations

by collecting the counter clerks’ funds for bank deposit, preparing and
certifying bank deposits by checking entries on the deposit slip, and
making daily bank deposits;
by collecting and safeguarding cash surpluses from the counter clerks’
credits;
by preparing and verifying with receipts the daily office balance (money
order maintenance, spoiled meter labels, change of address and hold
mail, refunds, debit/credit transactions, NSF cheques, miscellaneous
revenues and expenses)

by preparing and forwarding the monthly cash account statement including
tracking reimbursements for franchise customers
by entering USA exchange from bank
by recording all serial numbers of bills held overnight
by listing deposits for other smaller post offices as required
by verifying adjustment memos

Maintains good relations with postal customers

by performing refunds and providing assistance to customers;
by performing internet-based parcel and other enquiry searches
by dealing with customer inquiries, either in person or by telephone,
and by reporting serious complaints to management as required;

Job Responsibilities (continued)

Controls the inventory

by ordering and verifying receipt of stamps and other postage supplies
including other products available for purchase and brochures to
maintain the inventory at authorized allowances in order to ensure that
products and services are available to customers and wicket clerks
by completing and verifying inventory movement reports
by ensuring that merchandise is displayed according to established
merchandising practices
by conducting physical inventories as required
by keeping up to date with SAP features for product inventory searches

Oversees postal delivery such as lock box delivery, bag service, general
delivery, RSMC

by ensuring that delivery policy and procedures are adhered to for:
postal box, general delivery, bag service call-for and RSMC
by supporting RSMC work if required at the request of management
by assigning lock box maintenance (maintain key supply, ledgers, issue
final notices, etc)
by dealing with customer complaints related to delivery
by ensuring compliance with CARO procedures

Administers office

By answering phone and maintaining out-going phone log
By establishing  and maintaining office filing system, including
shredding
By maintaining adequate office supplies and equipment inventory
By reading and responding to correspondence including e-mails and info
post; up-date postal guide and CMS procedure binders and bulletin boards
By rectifying erroneous ROSS entries
By maintaining customer lists
By collecting completed leaves forms and verifying exception reports

Additional duties for outlets with no management on site

At the request of management:

Advise RSMC of management decisions regarding staffing and scheduling
Complete and send reports to managers
Verify pay enquiries
Maintain LDU local distribution lists, consumer choice list
Maintain records of office keys distributed
Perform random revenue protection checks
Assure building maintenance (snow removal, dealing with contractors)
Apply security procedures and respond to alarms
Order inventory for other offices
Ensuring that all acceptance, preparation and dispatch policy and
procedures are adhered to.
 

Qualifications

KNOWLEDGE

The work requires knowledge of the regulations and procedures governing
counter services and a general knowledge of corporate and governmental
policies and regulations, as well as knowledge of sales procedures and
techniques. It also requires a detailed knowledge of postal operations.

Other Information

Scope of Judgment

The work is done in accordance with established practices and written
instructions. The scope for independent action is limited to co-
ordinating staff and assigning work, but does not encompass disciplining
or appraising employees.

Financial and Physical Resources Responsibility

The work involves the responsibility for counter services with an
allowance of postal values.
Ensures that all policies and procedures pertaining to security of
postal premises and values are adhered to and ensuring compliance to
Proceeds of Crime and Money Laundering (Terrorist Financing)
requirements.

CONTACTS

The work requires contact with postal customers to sell postal values,
answer customer complaints and enquiries, cash postal money orders,
obtain signatures acknowledging receipt of mail, provide information on
postal services and give explanation on postal transactions.