TEAM LEADER – BUREAU

Company: FDH Money Bureau Limited – Zambia
Subsidiary: B Square Bureau de Change Limited
Location: Ndola, Lusaka, or Livingstone
Reports To: Country Manager
Direct Reports: 1 Teller

JOB PURPOSE

To supervise daily bureau operations, ensure compliance with procedures and Bank of Zambia regulations, lead and develop teller performance, maintain security and cash controls, and deliver excellent customer service while upholding FDH’s core values (FASTTER). This role safeguards operational integrity and drives customer satisfaction.

KEY RESPONSIBILITIES

1. Operational Supervision

• Ensure customers are served in line with policy.

• Maintain a clean and functional workspace.

• Monitor and test security gadgets (CCTV, alarms, etc.).

• Manage stationery and supply needs for the outlet.
  Discretion: Full autonomy
  Measure: Transaction volume, cleanliness logs, gadget test records, stationery availability.

2. Compliance & Procedure Adherence

• Monitor teller transaction accuracy and adherence to limits.

• Ensure staff read, understand, and sign off on operational guidelines and BoZ regulations.
  Discretion: High to full autonomy
  Measure: Error rates, cash flow reports, signed compliance forms.

3. Reporting & Documentation

• Compile and submit:

  • Weekly returns to Bank of Zambia (BoZ).

  • Weekly compliance reports.

  • Daily trading summaries.

  • Weekly MoneyGram reports.
    Discretion: High
    Measure: Timely submissions, signed/delivered reports, confirmations.

4. Staff Supervision & Development

• Ensure adequate staffing; report absenteeism.

• Maintain updated job descriptions and Balanced Scorecards.

• Conduct mid-year and year-end performance appraisals.
  Discretion: High
  Measure: Attendance logs, signed JDs, completed appraisal scorecards.

5. Financial & Cash Controls

• Manage and reconcile petty cash; submit usage summary to Accountant via Manager.

• Act as custodian of one office entrance and safe key; maintain updated key register.

• Verify daily teller cash balancing.
  Discretion: High to full autonomy
  Measure: Balanced trading summaries, accurate petty cash reports, updated key register.

QUALIFICATIONS & SKILLS

• Education: Diploma in Administration, Banking, or Accountancy.

• Professional Membership: Relevant body (preferred).

• Key Skills:

  • Computer literacy (MS Office).

  • Customer care & relationship management.

  • Negotiation skills (especially on exchange rates).

  • Problem solving & conflict resolution.

EXPERIENCE REQUIRED

Minimum 2 years in:

• Basic banking and Forex trading operations.

• Staff supervision and operational compliance.

• Understanding company culture, goals, and identity.

• Resolving customer/staff conflicts.

FINANCIAL & ASSET RESPONSIBILITY

• Petty Cash & Vault Management: Within approved policy limits.

• IT Equipment: Proper use of assigned computer.

• Physical Assets: General custodianship (as assigned).

• Customer Data: Handle with care (confidentiality implied).

DECISION-MAKING AUTHORITY

• Key Decision: Negotiate exchange rates with customers.

• Impact Area: Bureau outlet operations and customer satisfaction.

APPLICATION SUBMISSION GUIDELINES

• Email Address: cv@zihrm.org.zm

• Document Format: Submit a single PDF file containing all required credentials.

• Deadline: Friday, 29th September 2025, by 18:00 hrs.

Important Details:

• Combine all required documents into one PDF file.

• Submit your application before the deadline to avoid disqualification.

• Clearly indicate the job reference and location (Ndola, Lusaka, or Livingstone) in your application.