I. Job Overview

The Supervisor of Teller is responsible for overseeing daily counter operations to ensure efficient, accurate, and compliant banking services within the branch. The role supervises Sales Consultants/Tellers in delivering high-quality customer service, managing cash operations, and ensuring adherence to internal policies and regulatory requirements.

The position also monitors operational risks, ensures compliance with KYC, CDD, AML/CFT, and STR reporting requirements, and maintains service standards in line with the Bank’s Service Level Agreement (SLA). The Supervisor of Teller plays a key role in supporting staff development, resolving complex transactions and customer issues, and maintaining smooth and secure branch operations.

II. Job Description

1. Branch Counter Operations Management

• Supervise and ensure counter operations are performed efficiently and effectively.

• Oversee the execution of daily banking processes and operational procedures performed by Sales Consultants/Tellers.

• Monitor and manage Service Level Agreement (SLA) to ensure customer waiting and serving time are within the Bank’s targets.

• Provide immediate support to staff when SLA thresholds are exceeded or when operational issues arise.

2. Cash and Vault Management

• Be responsible for vault operations, card storage rooms, and tills management.

• Monitor and maintain sufficient cash levels to ensure smooth daily operations.

• Control and review teller transactions in the banking system to minimize operational risk and prevent fraud.

3. Customer Service and Transaction Support

• Maintain high service standards and promote a positive image of the Bank.

• Support staff in handling complex transactions and difficult customer requests.

• Address and resolve customer complaints and operational challenges in a timely and professional manner.

4. Risk, Compliance, and Fraud Prevention

• Ensure proper implementation of Know Your Customer (KYC) and Customer Due Diligence (CDD) procedures.

• Monitor and ensure accurate reporting of Suspicious Transaction Reports (STR) to relevant management and compliance units.

• Identify operational risks related to cash and transactions and report them to the line manager promptly.

• Support the branch in strengthening fraud prevention awareness and compliance practices.

5. Staff Supervision and Development

• Coach and train staff to enhance their understanding of the Bank’s products, services, and operational procedures.

• Support line supervisors in recruiting, developing, and retaining branch staff.

• Promote a positive working environment, teamwork, and continuous learning within the team.

6. Operational Control and Workplace Management

• Ensure counters, service areas, and back-office working spaces are clean, organized, and well maintained.

• Ensure all operational tools, equipment, and systems are functioning properly before and during business hours.

• Monitor staff grooming and adherence to the Bank’s uniform and professional standards.

• Optimize staff working schedules to ensure adequate coverage during peak service hours.

7. Reporting and Administrative Support

• Prepare and submit accurate operational reports to the line supervisor in a timely manner.

• Assist management in implementing company policies, procedures, and operational improvements.

• Perform other tasks assigned by the line supervisor or Branch Management.

III. Job Requirements

• Bachelor’s degree in Banking, Finance, Business Administration, Accounting, or a related field.

• Minimum 3–5 years of experience in banking operations, teller services, or branch operations, with supervisory experience preferred.

• Strong knowledge of cash management, teller operations, and branch procedures.

• Good understanding of KYC, CDD, AML/CFT, and regulatory compliance requirements.

• Strong leadership, communication, and customer service skills.

• Good problem-solving ability with strong attention to detail and risk awareness.

• Ability to work under pressure in a fast-paced banking environment