Teller Supervisor

Job Title: Teller Supervisor
Department: Operations
Location: Nairobi

About the Organization
Our client is a leading financial services organization committed to delivering secure, reliable, and customer-focused financial solutions. The organization values operational excellence, regulatory compliance, and exceptional customer service while fostering a high-performance workplace.

Reporting Relationships
Reports Directly To: Branch Manager
Reports Indirectly To: Operations Manager / Regional Operations Manager
Direct Reports: Tellers / Customer Service Officers
Indirect Reports: Office Assistant

Key Relationships

Internal
• Branch staff
• Operations
• Finance
• Compliance
• Human Resources

External
• Customers
• Banking partners
• Regulatory stakeholders (where applicable)

Financial Responsibilities

Direct Control
• Vault cash
• Branch cash operations

Indirect Influence
• Teller cash tills
• Daily cash reconciliation processes

Job Purpose
The Teller Supervisor is responsible for supporting the Branch Manager in ensuring smooth branch operations, maintaining compliance with regulatory and internal policies, driving operational efficiency, leading frontline staff, and delivering excellent customer service.

Key Responsibilities

1. Branch Operations Management (35%)
• Oversee daily branch operations, ensuring efficient transaction processing and cash management.
• Manage branch cash flow, vault operations, and teller allocations to maintain liquidity and security.
• Monitor branch financial performance and operational metrics.
• Implement initiatives that improve customer experience and operational efficiency.
• Ensure timely and accurate reconciliations for vault cash, teller tills, petty cash, and bank deposits.

2. People Leadership & Staff Development (20%)
• Supervise, coach, and mentor tellers and customer service staff.
• Conduct performance reviews and provide ongoing feedback.
• Foster accountability, teamwork, and high service standards.
• Identify training needs and support staff development.

3. Customer Rela0tionship Management (20%)
• Ensure prompt resolution of customer inquiries and complaints.
• Maintain high service standards across all customer interactions.
• Support customer retention and relationship-building initiatives.
• Collect and share customer feedback to improve service delivery.

4. Compliance & Risk Management (15%)
• Ensure compliance with Central Bank regulations, AML/CFT requirements, and internal policies.
• Verify Know Your Customer (KYC) documentation.
• Conduct teller audits, surprise cash counts, and fraud risk monitoring.
• Escalate suspicious transactions through the appropriate compliance channels.
• Enforce branch risk controls and cash handling procedures.

5. Reporting & Governance (10%)
• Prepare accurate operational and financial reports.
• Maintain complete and audit-ready branch records.
• Provide management with performance updates and variance analysis.

Reporting Requirements

Daily Reports
• Vault and cash reconciliations.
• Teller balancing reports.
• Cash position summaries.
• Petty cash reconciliations.
• Transaction summaries.

Weekly Reports
• Customer growth trends.
• Teller performance metrics.
• Customer feedback summaries.
• Operational incident reports.

Monthly Reports
• Branch performance against targets.
• Teller shortages and excesses analysis.
• Compliance and audit updates.
• Staff performance and training reports.
• Branch performance dashboard.

Requirements

Person Specifications

Qualifications
• Diploma or Bachelor's Degree in Business, Finance, Economics, Banking, or a related field.

Experience
• Minimum 3 years' experience in a supervisory role within banking, forex bureau, microfinance, SACCO, or another financial services environment.
• Practical experience in cash handling, teller operations, transaction reconciliation, and branch operations.

Knowledge & Skills
• Strong cash management and reconciliation skills.
• Knowledge of Central Bank regulations, AML/CFT, and KYC requirements.
• Leadership and people management skills.
• Excellent customer service and conflict resolution abilities.
• Strong analytical and problem-solving skills.
• High level of integrity and attention to detail.
• Ability to work effectively under pressure.

Desirable
• Experience using banking or financial transaction systems.
• Strong numerical and analytical skills.
• Experience supervising frontline banking or financial services teams

Note: The successful candidate should be willing to work on shifts