Teller Supervisor (Emiratised Role) Full Time

Looking to join the #1 bank in the UAE and one of the most prestigious in the region? We’re looking for professionals who are driven, skilled, and ready to take on new challenges. Together, we can achieve our goals, making a lasting impact on both our company and the industry as a whole.

Join us and leave your mark on the industry. Let’s work together to achieve great things and unlock new possibilities for our employees, customers, and communities.

Job Description

• 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.

Qualifications

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.