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.