Teller Supervisor - Emiratized Role

Role Overview

Teller Supervisor - Emiratized Role at First Abu Dhabi Bank (FAB), based in Abu Dhabi.

Role Purpose

Lead and manage day-to-day teller operations to ensure accurate, timely, and secure processing of customer transactions while delivering exceptional service in line with FAB standards and maintaining full compliance with policies, operational risk controls, and regulatory requirements.

Key Responsibilities

Operations Management

• Oversee teller operations including cash withdrawals, cheque deposits, funds transfers, demand drafts, and foreign exchange transactions.
• Ensure daily teller and vault balancing, reconciliation of sundry and branch transit accounts, and prompt resolution of discrepancies.

Service Delivery & Performance

• Contribute to achieving branch service KPIs, including NPS, Right First Time (RFT), Service Request turnaround times, complaint resolution, and Mystery Shopping standards.
• Act as the key authorizer and escalation point for teller transactions, ensuring operational discipline, cash control, and a positive customer experience.

Team Leadership

• Supervise and coach tellers to achieve teller-related service KPIs, including NPS, Right First Time (RFT), complaint resolution timelines, service request turnaround, and mystery shopping scores.
• Supervise and coach tellers to ensure operational accuracy and consistent service delivery.

Compliance & Risk

• Ensure teller operations strictly comply with FAB policies, operational risk controls, KYC, AML, and regulatory requirements.

Qualifications & Experience

• Bachelor's degree in banking, business, finance, or related field.
• 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.