Head Teller

Supervision of Tellers

• Supervise the performance of the tellers in their daily operations, provide support and guidance to ensure they are carrying their tasks correctly with due speed and that the customers are satisfied.
• Assist the Team Leader Operations in training employees to ensure that branch tellers are well-trained and applying the most recent processes and procedures.

Teller Operations

• 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.
• Supervise all transactions processed within the teller area and ensure compliance with the approved policies/ procedures and the applicable regulatory guidelines.
• Manage counter loads by assessing the over the counter situation and distribute the load accordingly to reduce customer waiting periods.
• Authorize transactions that exceed the individual teller’s authority and as per the authority matrix.
• Coordinate with Operations Manager for the 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.
• Oversee cash transfers from/to Tellers, branch vault and ATMs.
• Ensure that all tellers hand over the cash and balance the same at the end of the day so that the total cash held conforms to the general ledger. Conduct prompt investigations in case of any differences.
• 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 that all clearing items and other transaction requests submitted by customers are forwarded to the relevant function.
• Resolve teller transaction related customer complaints timely and effectively in order to ensure customer satisfaction at all times.
• Directly engage in the resolution of common recurring customer problems, referring to other internal stakeholders if deemed necessary, so that customer service levels are continually improved.
• Report to the Team Leader Operations any customer problems along with suggestions related to problems resolution in order to keep them informed on the branch activities and seek assistance for unresolved issues.
• Ensure that the Demand Draft/Manager cheque prepared by the Tellers are properly checked and forwarded for the authorised signature.Handle MC and DD float and stock registers and ensure all in order. Prepare end of each month the DD and MC proof sheet.
• Handle the quality assurance for the outward clearing cheques.Balance outward clearing cheques physical number of cheques and amounts with system totals.
• Print the daily Bank journal end of day and check the Tellers' transactions against vouchers.

Other Accountabilities

Branch Operations

• Responsible for Branch opening, closing, authorize tellers through related system.
• Ensure sufficient cash available according to Branch requirement, if not arrange with central vault.
• Check surprise physical cash of each Teller for correctness on weekly basis and make two surprise checks on monthly basis for all vault contents

Continuous Improvement

• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices taking into account ‘international leading practice’, improvement of business processes, cost reduction and productivity improvement.

Policies, Systems, Processes & Procedures

• Recommend improvements to departmental procedure and direct the implementation of instructions and controls covering a specific area of activity so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service.

Statements and Reports

• Assist in the preparation of timely and accurate departmental statements and reports to meet CBQ and department requirements, policies and standards.

Quality, Health, Safety, & Environment

• Ensure all relevant quality, health, safety and environmental procedures, instructions and controls are adhered to so that the safety of employees, quality of products/services and environmental compliance can be guaranteed.

Related Assignments

• Perform other related duties or assignments as directed.