Senior Teller Supervisor

First Abu Dhabi Bank

Job Description

The Senior Teller Supervisor leads FAB s teller operations by ensuring accurate, secure, and efficient processing of customer transactions. This role manages daily teller activities, drives service excellence across all teller-related KPIs, enforces strict compliance and operational controls, and supports the branch in achieving high standards of customer satisfaction. The position plays a crucial role in maintaining branch integrity, cash control, and smooth service delivery.

Key Responsibilities

Operational Management & Accuracy

• Supervise daily teller operations including cash withdrawals, cheque deposits, transfers, demand drafts, and FX transactions.
• Verify completeness and accuracy of source documents and processed transactions.
• Ensure teller and vault balancing, daily reconciliation, and timely resolution of discrepancies.
• Execute Start-of-Day and End-of-Day procedures, ensuring reports are accurate and exceptions resolved.
• Maintain cash limits, vault security, and exchange positions as per approved thresholds.
• Oversee custody and safe handling of unissued cards, cheque books, debit cards, and PINs.

Service Excellence & KPI Achievement

• Drive teller-related service KPIs including:
• Net Promoter Score (NPS)
• Right First Time (RFT) accuracy
• Service request turnaround times
• Complaint resolution
• Mystery shopping performance
• Minimize customer waiting time by monitoring counters and reallocating teller staff as needed.
• Guide customers on digital channels including ATMs, CDMs, online banking, and mobile banking.
• Ensure teller counter service meets FAB s hospitality, speed, and accuracy standards.

People Leadership & Team Development

• Supervise, coach, and mentor tellers to maintain accuracy and exceptional customer service.
• Provide real-time problem solving, authorisations, and operational support.
• Monitor attendance, behaviour, and adherence to schedules.
• Identify skill gaps, recommend training, and support teller development plans.

Compliance & Risk Control

• Enforce strict compliance with FAB policies, SOPs, AML, KYC, and regulatory requirements.
• Maintain audit readiness and ensure all teller-related audit findings are fully resolved.
• Conduct surprise cash counts, dual control checks, and other operational controls.
• Escalate suspicious transactions and unusual patterns in line with AML guidelines.
• Uphold operational discipline as a mandatory responsibility.

Reporting & Branch Administration

• Prepare daily/monthly teller operation reports and submit to the Branch Manager.
• Maintain transaction logs, exception reports, and audit trail records.
• Act as custodian of the cash vault and safe deposit lockers, ensuring full security.
• Manage records for reconciliation, cash management, and teller performance.