Head Teller

Are you passionate about leading frontline teams and ensuring exceptional customer service in a secure and efficient environment? Mukuru is looking for a Head Teller to manage branch float, uphold service standards, safeguard operational security, and support team development.
As Head Teller, you will play a pivotal role in balancing operational efficiency, customer satisfaction, and safety. You will work closely with the Regional Manager, your teller team, and key external partners to ensure the smooth running of day-to-day activities.

Job Purpose
The Head Teller is responsible for managing the branch float, overseeing customer service delivery, maintaining a secure environment, and ensuring that all operational and compliance standards are met. This role supports teller team members while liaising with internal and external stakeholders to maintain a high level of operational integrity.

Key Responsibilities

• Float Management
• Receive float from CIT providers.
• Ensure sufficient float and stationery are available for daily operations.
• Ensure that the rate board is updated before trading starts.
• Liaise with schedulers regarding cash pickups and drops.
• Conduct daily security checks within premises before trading begins.
• Customer Service
• Provide accurate information on Mukuru products and services.
• Enforce WHO health protocols (sanitization, temperature checks, social distancing).
• Assist elderly, illiterate, or new clients in completing transaction slips.
• Facilitate timely customer flow, especially during peak periods.
• Manage customer conflict and complaints professionally and effectively.
• Handle basic customer queries such as name changes via devices/WhatsApp.
• Direct complex customer queries or complaints to the appropriate office.
• Assist clients who have lost messages containing order or voucher numbers.
• Record, post, and manage end-of-day statistics and communicate them to the Harare Region WhatsApp group.
• Monitor and record queue statistics daily using Google Forms.
• Oversee customer service provided by third-party sales agents.
• Security
• Identify and address potential security threats to SMH staff and customers.
• Escort tellers when performing top-ups at the safe.
• Protect customers from fraudulent actors (e.g., fake currency scams).
• Ensure the booth remains locked and secure at all times.
• Monitor CCTV cameras to ensure they are operational.
• Ensure teller safety and secure the booth in their absence.
• Professional and Self-Development
• Attend monthly KPI discussions with the Regional Manager.
• Participate in bi-annual performance reviews with the Regional Manager.
• Complete all required compliance training and learning assignments.

Requirements
Knowledge

• Understanding of customer service principles.
• Awareness of money laundering and combating the financing of terrorism (CFT) regulations.
• Knowledge of basic security practices.
• Familiarity with Mukuru products.

Skills

• Strong computer literacy.
• Excellent verbal communication.
• Effective time management.
• Strong organizational and administrative abilities.
• Exceptional attention to detail.
• Excellent interpersonal skills.

Experience

• Minimum 2 years of experience in sales within Mukuru or the financial services sector (Essential).
• 6 months to 1 year of security experience.

Education

• Grade 12 or equivalent (Essential).
• Proficiency in spoken and written English (Essential).

Attributes

• Integrity and reliability.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to delivering excellent customer service.
• A proactive approach to operational security and risk management.

TO APPLY
Click here to apply

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS