Teller Supervisor | First Abu Dhabi Bank (FAB)

Role Overview

As a Teller Supervisor, you are the guardian of the branch’s frontline operations. You oversee the high-volume daily activities of the teller team, ensuring that cash withdrawals, deposits, and foreign exchange transactions are executed with absolute precision. This role is a critical balance of technical oversight, people leadership, and risk mitigation. You are responsible for ensuring the branch “Grows Stronger” by maintaining a seamless customer experience while upholding the most rigorous operational and regulatory standards.

Key Accountabilities

1. Operational Oversight & Controls

Transaction Integrity: Oversee and verify all teller activities, including cheque deposits, funds transfers, demand drafts, and FX transactions. Ensure all source documents are complete and processed accurately.
SOD/EOD Governance: Lead the Start-of-Day (SOD) and End-of-Day (EOD) processes, producing and reviewing mandatory reports and investigating any exceptions immediately.
Treasury & Vault Management: Act as the primary custodian of the branch cash vault and safe deposit lockers. Maintain cash limits and exchange positions strictly within authorized branch control standards.
Daily Balancing: Ensure the team achieves daily teller and vault balancing. Reconcile sundry and branch transit accounts, resolving any discrepancies before the close of business.

2. Service Excellence & KPI Management

Quality Metrics: Drive the branch toward a high Net Promoter Score (NPS) by fostering professional and efficient customer interactions.
Right First Time (RFT): Champion the “Right First Time” initiative, minimizing reversals and corrections through diligent oversight.
Queue & Request Management: Monitor real-time queue levels and reallocate staff to minimize waiting times. Ensure all Service Requests (SRs) are handled within agreed SLAs.
Digital Advocacy: Actively promote FAB’s digital and self-service channels to customers to improve branch efficiency.

3. People Leadership & Development

Coaching & Mentorship: Provide real-time guidance and problem-solving support to tellers. Authorize transactions and exceptions within your delegated authority limits.
Performance Monitoring: Manage teller attendance and punctuality. Identify specific training gaps in product knowledge or systems and coordinate necessary development sessions.
Standard Bearer: Ensure the team consistently meets FAB’s service standards, particularly during Mystery Shopping exercises.

4. Compliance & Risk Mitigation

Regulatory Rigor: Enforce strict compliance with KYC, AML, and operational risk controls. Treat compliance as a non-negotiable operational foundation.
Audit Readiness: Maintain a continuous state of audit readiness, ensuring all records are retained and no findings remain unresolved.
Surprise Inspections: Conduct prescribed surprise cash counts and operational checks. Escalate any suspicious activity immediately in accordance with AML policies.

About You: Skills & Qualifications

Experience:
- Minimum of 5 years in banking operations.
- At least 3 years of experience specifically in teller operations with proven supervisory responsibilities.
Technical Mastery:
- In-depth knowledge of branch operations, cash management, and UAE regulatory requirements.
- Proficiency in banking software systems and SOD/EOD reporting protocols.
Education: Bachelor’s degree in Banking, Business, Finance, or a related field.
Core Competencies:
- Strong leadership and the ability to motivate a team in a high-volume environment.
- Exceptional attention to detail and analytical skills for reconciliation.
- Professional communication skills for handling customer complaints and escalations.

Why Join First Abu Dhabi Bank?

FAB is the largest bank in the UAE and a global leader in financial safety. We offer a performance-based culture where operational excellence is celebrated and rewarded. As a Teller Supervisor, you will be part of a team that values innovation and customer-centricity, providing you with the tools and career development needed to reach your full potential in the banking sector.

Are you ready to lead the frontline of the UAE’s largest bank? Apply now to join our branch team in Abu Dhabi and help us shape the future of service excellence.

More information

Job Location : Abu Dhabi, United Arab Emirates
City : Abu Dhabi
Company Name : First Abu Dhabi Bank (FAB)

More Jobs

To apply for this job please visit ehjd.fa.em2.oraclecloud.com.