Head Teller

Job Purpose Summary

The incumbent is mainly responsible for managing and training the team of tellers to deliver cash related services to customers over the counter in an efficient, courteous and error-free manner.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

• Assist Branch Manager to implement strategies and plans of the branch to achieve all volume, revenue, profit targets.
• Lead the carrying out of branch cash and other teller-related transactions in a timely and efficient manner to facilitate achievement of pre-approved branch targets.
• Ensure through the existence of adequate controls that instances of cash shortages/ misappropriations are avoided.
• Implements KPI’s and best practices for Head Teller
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
• Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.
• Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.

B. Customer (Internal & External):

• Ensure customer satisfaction all times and resolve customer complaints timely and effectively.
• To assist customers in all their queries on Bank’s product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
• Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
• Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required

C. Internal (Processes, Products, Regulatory):

• Manage counter loads by assessing the over the counter situation and distribute the load accordingly to reducecustomer waiting periods.
• Overall responsible for all transactions processed within the teller area and for safe custody of the cash/ other valuables.
• Ensure that tellers process transactions (cash, checks, remittance requests, utility bills, credit card payments etc) in compliance with the approved policies/ procedures and the applicable regulatory guidelines.
• Authorize transactions that exceed the individual teller’s authority but are within the authority delegated to the incumbent.
• Authorize issuance of demand drafts/ managers checks within the limits of the authority delegated to the incumbent.
• Liaise with the personnel responsible for transportation of cash to/ from central vault to ensure timely availability of cash at all times while at the same time avoiding excess cash holdings. And also oversee cash transfers from/to Tellers, branch vault and ATMs.
• Review the teller end of day reports against the source documents to ensure accuracy and completeness of processing.
• Conduct counts of the cash/ other valuables in the vault against the documentary records. Resolve instances of excess/ short cash noted in accordance with the duly approved policy/ procedures.
• Ensure all clearing items and remittance requests received from customers are forwarded to the concerned department/ unit within Group Infrastructure without delay for processing.
• Identify suitable opportunities to cross-sell products or services offered to customers.
• Responsible for “Manager Customer Services” activities, when necessary, or to ensure successful staff rotation.
• Monitor and review the branch’s security procedures and control access to vault.
• Continuous Improvement:
• Set examples by leading improvement initiatives through cross-functional teams ensuring successes.
• Identify and encourage people to adopt practices better than the industry standard.
• Continuously encourage and recognise the importance of thinking out-of-the-box within the team.
• Encourage, solicit and reward innovative ideas even in day-to-day issues.

Education and Experience Requirements

• Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
• At least 6 years of relevant experience, preferably within a highly rated international bank.
• Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Well-informed of branch teller practices and regulations.

Note: you will be required to attach the following: