Job Title: Teller Supervisor

Department: Operations

Location: Nairobi

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.

Reports Directly To: Branch Manager

Reports Indirectly To: Operations Manager / Regional Operations Manager

Direct Reports: Tellers / Customer Service Officers

Indirect Reports: Office Assistant

• Branch staff

• Operations

• Finance

• Compliance

• Human Resources

• Customers

• Banking partners

• Regulatory stakeholders (where applicable)

• Vault cash

• Branch cash operations

• Teller cash tills

• Daily cash reconciliation processes

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.

• 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.

• 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.

• 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.

• 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.

• Prepare accurate operational and financial reports.

• Maintain complete and audit-ready branch records.

• Provide management with performance updates and variance analysis.

• Vault and cash reconciliations.

• Teller balancing reports.

• Cash position summaries.

• Petty cash reconciliations.

• Transaction summaries.

• Customer growth trends.

• Teller performance metrics.

• Customer feedback summaries.

• Operational incident reports.

• Branch performance against targets.

• Teller shortages and excesses analysis.

• Compliance and audit updates.

• Staff performance and training reports.

• Branch performance dashboard.

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

• 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.

• Experience using banking or financial transaction systems.

• Strong numerical and analytical skills.

• Experience supervising frontline banking or financial services teams