Branch Supervisor at Mukuru

Lead the Branch. Protect the Business. Deliver Excellence.

At Mukuru, our branches are the heartbeat of our customer experience. Every transaction processed, every customer greeted, and every compliance report submitted directly impacts trust, reputation and growth.

We are looking for a hands-on, operationally strong Branch Supervisor to lead the day-to-day running of our Malawi branch. This is a role for someone who can balance customer service, regulatory compliance, cash management and team leadership — all while ensuring the branch operates smoothly and efficiently.

You will lead from the front, supervise your team, and ensure that every transaction is accurate, compliant and customer focused.

The Role Purpose

To manage and coordinate the day-to-day operations of the Malawi branch, ensuring effective service delivery, regulatory compliance, financial accuracy and team performance.

This role also fulfils a Teller function, combining leadership with operational execution.

What You Will Be Responsible For

Operational Leadership

• Oversee daily branch operations and ensure smooth workflow

• Supervise Tellers and Customer Liaison Officers

• Ensure sufficient staff coverage and operational readiness

• Maintain high standards of professionalism and service

Customer Experience Excellence

• Deliver and oversee world-class customer service

• Resolve queries within company policies and procedures

• Uphold confidentiality and protect customer information

• Ensure the branch environment is welcoming, clean and professional

Cash & Transaction Management

• Process money orders and foreign exchange transactions accurately

• Verify identification and documentation in line with KYC requirements

• Count and balance cash reserves daily

• Ensure safe handling and storage of funds

• Monitor and reconcile Teller balances

Regulatory Compliance & Risk Mitigation

• Approve suspicious transactions and escalate where necessary

• Produce and submit required regulatory reports

• Monitor compliance with remittance and foreign exchange regulations

• Stay alert to sanctions lists and system flags

• Prevent financial losses and reputational risk

Bank & Funding Oversight

• Monitor branch and wallet balances to ensure sufficient liquidity

• Reconcile daily bank account transactions

• Manage prefunding of agents and monitor commissions

• Update daily deals and FX reports accurately

Reporting & Controls

• Compile daily, monthly and regulatory reports

• Create pivot tables and consolidated reporting where required

• Ensure accurate documentation and record-keeping

• Identify discrepancies and resolve proactively

People Management

• Coach and mentor Tellers

• Provide training to new staff

• Address performance issues and conduct KPI discussions

• Attend management and staff meetings

• Promote a culture of accountability and performance

What You Bring

Experience & Education

• Grade 12 / O-Level or equivalent (Essential)

• 3+ years’ experience as a Teller (Essential)

• Supervisory experience (Advantageous)

• Knowledge of foreign exchange and remittance processes

• Understanding of KYC and regulatory requirements

Key Capabilities

• Strong analytical and attention-to-detail skills

• Excellent communication and interpersonal skills

• Ability to multitask in a high-volume environment

• Strong conflict management ability

• High integrity and risk awareness

• Strong organisational and time management skills

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