About The Role

JOB SUMMARY / INTRODUCTION

Leads and manages the day-to-day operations of the teller area to ensure accurate, timely, and secure processing of all customer transactions, while delivering exceptional service in line with FAB standards. Responsible for supervising tellers to achieve teller-related service KPIs, including NPS, Right First Time (RFT), complaint resolution timelines, service request turnaround, and mystery shopping scores. Maintains full compliance with FAB policies, operational risk controls, and regulatory requirements. Acts as the key authorizer and escalation point for teller transactions, ensuring operational discipline, cash control, and a positive customer experience.

KEY RESPONSIBILITIES

Oversee teller operations including cash withdrawals, cheque deposits, funds transfers, demand drafts, and foreign exchange transactions.
Ensure daily teller and vault balancing, reconciliation of sundry and branch transit accounts, and prompt resolution of discrepancies.
Contribute to achieving branch service KPIs, including NPS, Right First Time (RFT), Service Request turnaround times, complaint resolution, and Mystery Shopping standards.
Supervise and coach tellers to ensure operational accuracy and consistent service delivery.
Ensure teller operations strictly comply with FAB policies, operational risk controls, KYC, AML, and regulatory requirements.

REQUIREMENTS / QUALIFICATIONS

Bachelor’s degree in banking, business, finance, or related field.
Minimum 5 years’ experience in banking operations, including at least 3 years in teller operations with supervisory responsibilities.
Strong knowledge of branch operations, cash management, and regulatory requirements.