Teller Supervisor - Gujarati/Hindu Speaking

Role Overview

The Teller Supervisor serves as the operational backbone of the branch, working closely with the Branch Manager to keep frontline banking activities running smoothly, securely, and in full compliance with regulatory expectations. Day to day, this person leads the teller and customer service team, oversees cash and vault operations, resolves customer issues, and ensures that every transaction and report meets internal and external standards. The role matters because it directly protects the branch’s financial integrity, drives service quality, and helps the team hit performance targets.

Key Responsibilities

• Direct daily branch operations, including transaction processing, cash flow management, vault oversight, and teller scheduling to maintain liquidity and security.
• Supervise, coach, and mentor tellers and customer service representatives, conducting performance reviews, providing feedback, and identifying training needs.
• Ensure customer inquiries and complaints are resolved quickly and professionally, while upholding high service standards and supporting retention efforts.
• Enforce compliance with Central Bank regulations, AML/CFT requirements, and internal policies, including verifying KYC documentation and conducting teller audits.
• Perform surprise cash counts, monitor for fraud risks, and escalate suspicious transactions through the appropriate compliance channels.
• Prepare and submit daily, weekly, and monthly reports covering vault and teller reconciliations, cash positions, customer growth trends, teller performance metrics, operational incidents, and branch performance against targets.
• Maintain complete, audit-ready branch records and provide management with performance updates and variance analysis.
• Implement initiatives that improve customer experience and operational efficiency across the branch.

Requirements & Qualifications

• A diploma or bachelor’s degree in business, finance, economics, banking, or a similar field.
• At least three years of supervisory experience in a bank, forex bureau, microfinance institution, SACCO, or comparable financial services environment.
• Fluency in reading, writing, and speaking Gujarati, Hindi, Swahili, and English.
• Proven hands-on experience with cash handling, teller operations, transaction reconciliation, and branch operations.
• Solid knowledge of Central Bank regulations, AML/CFT rules, and KYC requirements.
• Strong leadership and people management capabilities.
• Excellent customer service and conflict resolution skills.
• Robust analytical and problem-solving abilities, with uncompromising integrity and meticulous attention to detail.
• Capable of performing well under pressure.
• Desirable: experience using banking or financial transaction systems; strong numerical skills; prior experience leading frontline teams in banking or financial services.

Note: Female candidates are encouraged to apply.