Head Teller

- **Business Unit**- QNB - Qatar
- **Division**- Retail Banking
- **Department**- Retail Banking
- **Location**- Doha, Qatar
- **Closing Date**- 22-Sep-2027

**About QNB**:
Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.
- **Job Purpose Summary**:

- The incumbent is 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.
- **Essential Duties & Responsibilities by Dimensions**:

- **A. Shareholder & Financial**:

- Assist Branch Manager to implement strategies and plans of the branch to achieve all volume, revenue, profit targets.
- Lead the carrying out of branch cash and other teller-related transactions in a timely and efficient manner to facilitate achievement of pre-approved branch targets.
- Ensure through the existence of adequate controls that instances of cash shortages/ misappropriations are avoided.
- Implements KPI’s and best practices for Head Teller
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.
- Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.-
- **B. Customer (Internal & External)**:

- Ensure customer satisfaction all times and resolve customer complaints timely and effectively.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required-
- **C. Internal (Processes, Products, Regulatory)**:

- Manage counter loads by assessing the over the counter situation and distribute the load accordingly to reducecustomer waiting periods.
- Overall responsible for all transactions processed within the teller area and for safe custody of the cash/ other valuables.
- 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.
- Authorize transactions that exceed the individual teller’s authority but are within the authority delegated to the incumbent.
- Authorize issuance of demand drafts/ managers checks within the limits of the authority delegated to the incumbent.
- 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.
- Review the teller end of day reports against the source documents to ensure accuracy and completeness of processing.
- Conduct counts of the cash/ other valuables in the vault against the documentary records. Resolve instances of excess/ short cash noted in accordance with the duly approved policy/ procedures.
- Ensure all clearing items and remittance requests received from customers are forwarded to the concerned department/ unit within Group Infrastructure without delay for processing.
- Identify suitable opportunities to cross-sell products or services offered to customers.
- Responsible for “Manager Customer Services” activities, when necessary, or to ensure successful staff rotation.
- Monitor and review the branch’s security procedures and control access to vault.
- Continuous Improvement:

- Set examples b