How do you monitor and evaluate the performance and productivity of your teller team?

1 Set clear and measurable goals

The first step to monitor and evaluate your teller team is to set clear and measurable goals for them. These goals should align with your branch's objectives, customer expectations, and regulatory standards. For example, you can set goals for transaction accuracy, speed, cross-selling, customer satisfaction, compliance, and attendance. You should communicate these goals to your tellers regularly and provide feedback on their progress.

2 Use metrics and reports

The second step to monitor and evaluate your teller team is to use metrics and reports to track their performance and productivity. You can use various tools and systems to collect and analyze data on your tellers' activities, such as transaction volume, error rate, cash drawer balance, referral rate, service quality, and customer feedback. You should review these metrics and reports regularly and identify areas of strength and improvement for your tellers.

3 Conduct observations and audits

The third step to monitor and evaluate your teller team is to conduct observations and audits of their work. You can observe your tellers' interactions with customers, their compliance with policies and procedures, and their adherence to security and safety protocols. You can also audit their cash drawers, documents, and records for accuracy and completeness. You should provide constructive and timely feedback to your tellers based on your observations and audits.

4 Implement coaching and training

The fourth step to monitor and evaluate your teller team is to implement coaching and training programs to enhance their skills and knowledge. You can coach your tellers individually or in groups, depending on their needs and goals. You can also provide them with training opportunities, such as online courses, webinars, workshops, or certifications, to update them on the latest trends, products, and regulations in the banking industry. You should recognize and reward your tellers for their achievements and contributions.

5 Solicit feedback and suggestions

The fifth step to monitor and evaluate your teller team is to solicit feedback and suggestions from them. You can create a culture of open communication and collaboration among your tellers by encouraging them to share their opinions, ideas, and concerns with you and each other. You can also conduct surveys, interviews, or focus groups to gather feedback from your tellers on their satisfaction, motivation, and challenges. You should listen to their feedback and suggestions and act on them accordingly.

6 Review and adjust

The sixth step to monitor and evaluate your teller team is to review and adjust your goals, metrics, reports, observations, audits, coaching, and training programs based on the results and outcomes of your monitoring and evaluation process. You should celebrate your tellers' successes and address their issues. You should also identify and implement best practices and improvement opportunities for your teller team. You should review and adjust your monitoring and evaluation process periodically to ensure its relevance and effectiveness.

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?