About the Role:
As a Lead Teller, you will be responsible for managing and supervising teller operations at the branch, ensuring excellent customer service, operational accuracy, and compliance with internal policies and external regulations.
Key responsibilities:
- Lead, guide, and supervise the teller team to deliver efficient, professional, and high-quality customer service.
- Evaluate teller performance regularly and provide constructive feedback for improvement.
- Oversee daily financial transactions (deposits, withdrawals, transfers, payments) to ensure compliance with procedures.
- Authorize transactions, including over-limit approvals, and resolve operational issues within the teller unit.
- Manage and control cash positions, including cash balancing and forecasting.
- Handle complex operational issues with effective and customer-oriented solutions.
- Ensure compliance with internal policies and external regulations (e.g., OJK, Bank Indonesia).
- Monitor and prevent suspicious activities, including fraud and AML/CFT risks.
- Identify operational risks and implement appropriate mitigation actions.
- Drive cross-selling initiatives for banking products (e.g., digital banking, loans, investments).
- Develop work plans and evaluate operational effectiveness within the teller function.
- Review and sign off operational reports and escalate suspicious transactions when required.
- Collaborate with other units to ensure smooth cross-functional operations.
- Implement risk management practices within the unit.
Additional responsibilities:
- Act as a backup for the Branch Operations Team Lead when required.
- Respond to internal and external audit findings and ensure corrective actions are implemented.
- Prepare periodic performance appraisals for the teller team.
About You:
We are looking for a detail-oriented professional with strong leadership skills and solid experience in banking operations.
Qualifications:
- Minimum D4/Bachelor's degree in Management, Finance, or a related field.
- At least 6.5 years of experience as a teller or customer service officer in the banking industry.
Skills and expertise:
- Strong knowledge of teller operations, cash handling, and payment systems.
- Solid understanding of banking products, including digital banking services.
- Ability to analyze transaction patterns to detect anomalies or potential fraud.
- Strong decision-making skills, especially in high-pressure or customer-facing situations.
- Proficient in:
- Cash authenticity verification
- Cheque/giro validation
- Internal and external reporting
- Cash flow forecasting
- Strong communication and leadership skills.
- High attention to detail, discipline, and integrity.
