How do tellers measure and improve their performance and productivity in branch banking?

1 Set SMART goals

One of the key steps to improving your performance and productivity is to set SMART goals. SMART stands for Specific, Measurable, Achievable, Relevant, and Time-bound. SMART goals help you focus on what you want to accomplish, how you will track your progress, and when you will achieve your desired outcome. For example, a SMART goal for a teller could be: Increase cross-selling of credit cards by 10% in the next quarter by using open-ended questions and personalized recommendations.

2 Track your metrics

Another important step to measuring and improving your performance and productivity is to track your metrics. Metrics are quantitative indicators that show how well you are performing in various aspects of your job, such as accuracy, speed, customer service, sales, referrals, compliance, and attendance. You can use different tools and methods to track your metrics, such as dashboards, reports, feedback forms, surveys, and audits. Tracking your metrics helps you identify your strengths and weaknesses, monitor your progress towards your goals, and celebrate your achievements.

3 Seek feedback and coaching

A third essential step to measuring and improving your performance and productivity is to seek feedback and coaching. Feedback and coaching are valuable sources of information and guidance that can help you improve your skills, knowledge, and behaviors. You can seek feedback and coaching from different sources, such as your manager, your peers, your customers, and yourself. You can ask for feedback and coaching regularly, or after specific events or situations, such as a customer complaint, a new product launch, or a performance review. You should also be open to receiving and acting on feedback and coaching, as well as giving feedback and coaching to others.

4 Learn and grow

A fourth crucial step to measuring and improving your performance and productivity is to learn and grow. Learning and growing means acquiring new skills, knowledge, and competencies that can help you perform better and advance in your career. You can learn and grow in different ways, such as attending training sessions, webinars, workshops, or courses; reading books, articles, blogs, or newsletters; watching videos, podcasts, or webcasts; joining online communities, forums, or groups; or participating in mentoring, shadowing, or cross-training programs. Learning and growing helps you stay updated, motivated, and competitive in your field.

5 Optimize your workflow

A fifth important step to measuring and improving your performance and productivity is to optimize your workflow. Optimizing your workflow means streamlining and simplifying your processes and tasks to reduce errors, waste, and delays. You can optimize your workflow in different ways, such as using technology, automation, or software; following standard operating procedures, checklists, or guidelines; prioritizing, delegating, or outsourcing tasks; eliminating distractions, interruptions, or clutter; or applying time management, organization, or problem-solving techniques. Optimizing your workflow helps you work smarter, faster, and better.

6 Collaborate and communicate

A sixth vital step to measuring and improving your performance and productivity is to collaborate and communicate. Collaborating and communicating means working effectively and efficiently with others to achieve common goals and objectives. You can collaborate and communicate in different ways, such as sharing information, ideas, or feedback; supporting, helping, or thanking others; resolving conflicts, issues, or misunderstandings; coordinating, aligning, or integrating activities; or building rapport, trust, or relationships. Collaborating and communicating helps you create a positive work environment, enhance customer service, and foster teamwork.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?