Head Teller

  • See description
  • Mumbai, Maharashtra, India
  • Permanent, Full time
  • Qatar National Bank (QNB)
  • 01 Oct 16

You will be  mainly responsible for managing and training the team of tellers to deliver cash related services to customers over the counter in an efficient, courteous and error-free manner.

Role Description

You will assist the Branch Manager to implement strategies and plans of the branch to achieve all volume, revenue, profit targets.

You will lead the carrying out of branch cash and other teller-related transactions in a timely and efficient manner.

You will ensure through the existence of adequate controls that instances of cash shortages/ misappropriations are avoided.

You will ensure customer satisfaction all times and resolve customer complaints timely and effectively.

You will provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

You will build and maintain strong and effective relationship with the all other related units to achieve the Group’s goals/objectives.

You are required to manage counter loads by assessing the over the counter situation and distribute the load accordingly to reduce customer waiting periods.

You will be overall responsible for all transactions processed within the teller area and for safe custody of the cash/ other valuables.

You will ensure that tellers process transactions (cash, checks, remittance requests, utility bills, credit card payments etc) in compliance with the approved policies/ procedures and the applicable regulatory guidelines.

You will authorize transactions that exceed the individual teller’s authority but are within the authority of your role

You will authorize issuance of demand drafts/ managers checks within the limits of the authority delegated to the incumbent.

You will liaise with the personnel responsible for transportation of cash to/ from central vault to ensure timely availability of cash at all times while at the same time avoiding excess cash holdings. And also oversee cash transfers from/to Tellers, branch vault and ATMs.

You will review the teller end of day reports against the source documents to ensure accuracy and completeness of processing.

You will conduct counts of the cash/ other valuables in the vault against the documentary records.

You should resolve instances of excess/ short cash noted in accordance with the duly approved policy/ procedures.

You will ensure all clearing items and remittance requests received from customers are forwarded to the concerned department/ unit within Group Infrastructure without delay for processing.

You will identify suitable opportunities to cross-sell products or services offered to customers.

You will be responsible for “Head of Customer Services” activities, when necessary, or to ensure successful staff rotation.

You will monitor and review the branch’s security procedures and control access to vault.

You will provide training to the team of tellers as and when needed and solve difficulties beyond their expertise.

You are required to take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.

You should possess superior knowledge of functions to be performed in the teller area and related risks together with a working knowledge of operations and control.

You will ensures high standards of confidentiality and ethics to safeguard commercially sensitive information.

You need to season the above with the keen eye for details, personal integrity and self-management,

People relationship skills and awareness of risk management concept and practices and

Good oral and written communication skills in English and Arabic.


You are a University Degree Educated person with a minimum of 3 years teller related experience in a major banking institution with at least two years in a local Bank. With 2 years working in a similar role