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Customer Experience Executive – Mikocheni

Exciting Career Opportunity at ABSA Bank Tanzania Limited

Empowering Africa’s tomorrow, together…one story at a time.

With a legacy spanning over a century, ABSA Bank Tanzania stands as a strong and dynamic financial institution, blending local expertise with regional and global insights. This is an exciting opportunity to be part of our journey as we shape the future of banking in Africa.

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At ABSA, we invest in your growth through our My Career Development Portal, offering cutting-edge guidance, resources, and support to help you unlock your full potential.

Job Summary

We are seeking a Customer Experience Executive for our Mikocheni branch to drive exceptional operational performance, enhance customer service, and ensure strict adherence to operational controls. You will play a pivotal role in business development, customer relations, and team leadership in a branch with up to 25 employees or a single customer category focus.

Key Responsibilities

1. Sales & Business Development (20%)

  • Build strong relationships with customers to anticipate their needs and identify sales opportunities.
  • Cross-sell banking products and services based on customer requirements.
  • Assist customers with forms, account opening, loan processing, and service inquiries.
  • Manage in-branch marketing campaigns and promotional activities.
  • Support the Branch Manager in community engagement initiatives.
  • Ensure excellent branch appearance, including merchandising and customer touchpoints.

2. Customer Service Excellence (60%)

  • Take ownership of customer queries and complaints, ensuring swift resolution.
  • Conduct monthly analysis of customer concerns to develop action plans for improvement.
  • Monitor branch service standards, including banking hall management and customer redirection to appropriate service channels.
  • Oversee authorizations and ensure efficient counter service.
  • Engage with internal departments (Operations, KYC Helpdesk, etc.) for seamless service delivery.

3. Business & Administrative Management (10%)

  • Track and monitor branch performance metrics and service targets.
  • Maintain system administration and oversee service provider performance.
  • Provide leadership support by deputizing for the Branch Operations Manager when needed.
  • Share knowledge and best practices within the team.

4. Risk & Compliance (10%)

  • Act as a crisis coordinator in case of major operational issues.
  • Regularly review and adjust risk and compliance measures to align with bank policies.
  • Stay informed about regulatory changes and their impact on banking operations.

Required Skills & Experience

  • Strong leadership, people management, and business management skills.
  • Excellent communication and customer service abilities.
  • Deep understanding of banking operations, risk policies, and compliance requirements.
  • Proficiency in banking systems such as Brains and Winfos.
  • Bachelor’s degree or equivalent experience in banking and finance.

Why Join ABSA?

At ABSA, we believe in fostering a work environment driven by Trust, Stewardship, Inclusivity, Courage, and Resourcefulness. We reward high performance and innovation, ensuring that every team member contributes to our collective success.

How to Apply

If you are ready to take on this exciting role, Click Here to Apply.

Take the next step in your banking career with ABSA Bank Tanzania!

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