Teller Supervisor (Emiratised Role)

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• 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) in teller transactions, complaint resolution timelines, service request turnaround, and mystery shopping scores — and for maintaining full compliance with FAB policies, operational risk controls, and regulatory requirements.
• Acts as the key authoriser and escalation point for teller transactions, ensuring operational discipline, cash control, and a positive customer experience.

Operational Management & Accuracy

 
• Oversee teller operations including cash withdrawals, cheque deposits, funds transfers, demand drafts, and foreign exchange transactions.
• Verify all transactions for completeness of source documents and accuracy of processing.
• Ensure daily teller and vault balancing, reconciliation of sundry and branch transit accounts, and prompt resolution of discrepancies.
• Run Start-of-Day (SOD) and End-of-Day (EOD) processes as per FAB procedures, ensuring reports are produced, reviewed, and exceptions investigated.
• Maintain cash limits and exchange positions in line with branch authorisation and control standards.
• Manage custody and secure control of undelivered/returned cards, cheque books, debit cards, and PINs.

Service Excellence & KPI Contribution

 
• Contribute to achieving branch service KPIs, specifically:
• Net Promoter Score (NPS) — through friendly, efficient, and professional teller-customer interactions.
• Right First Time (RFT) in teller transactions — ensuring all transactions are processed accurately the first time without the need for reversals or corrections.
• Service Request (SR) turnaround times for teller-related requests in line with SLA.
• Complaint resolution for teller-related service issues, ensuring timely and professional handling.
• Mystery Shopping — maintaining FAB service standards at the teller counter.
• Monitor queue levels and reallocate staff to minimise waiting times.
• Promote FAB’s digital channels and self-service options to customers.

People Leadership & Development

 
• Supervise and coach tellers to ensure operational accuracy and consistent service delivery.
• Provide real-time guidance, authorisations, and problem-solving support to teller staff.
• Monitor teller attendance, punctuality, and adherence to work schedules.
• Identify teller training needs (product knowledge, systems, service skills) and coordinate training completion.

Compliance & Risk Control

 
• Ensure teller operations strictly comply with FAB policies, operational risk controls, KYC, AML, and regulatory requirements.
• Maintain full audit readiness, ensuring no unresolved audit findings in teller operations.
• Conduct surprise cash counts and operational checks at prescribed intervals.
• Report and escalate any suspicious transactions in accordance with AML policies.
• Treat compliance as a mandatory operational requirement, not a performance target.

Reporting & Administration

 
• Prepare and submit daily, monthly, and quarterly teller operation reports to the Branch Manager.
• Retain and maintain all required transaction and operational records for audit and regulatory review.
• Act as custodian of the branch cash vault and safe deposit lockers, ensuring security and control
• Operates in a high-volume, accuracy-critical environment where customer satisfaction depends on timely and error-free transaction processing.
• Plays a vital role in ensuring the branch meets teller-related service KPIs and maintains operational discipline.
• Operates within FAB policies, governance frameworks, and regulatory requirements.
• Authorised to approve teller transactions and operational exceptions within delegated authority limits.

Minimum Qualification

• Bachelor’s degree in banking, business, finance, or related field.

Minimum Experience

• 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.