New Vacancies at I&M Bank

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Bank Officers at I&M Bank

Job Purpose

·       Responsible for formulating, implementing, and monitoring the Bank’s overall Customer Service Delivery strategy with the aim of ensuring service delivery at all customer contact points is seamless and in line with the Bank’s Standards and Turnaround Time.

·       Responsible for understanding customer expectations and needs, and outlining quality standards, and work together with product houses and operations to develop seamless processes that have customer in mind.

·       Champion customer experience initiatives within the bank, advocating for the importance of customer-centricity and ensuring that the customer voice is heard at all levels.

·       Custodial of bank’s complaints handling, and ensure all complaints channelled via CEO or Heads of departments offices are adequately addressed and filed.

Key Responsibilities/Tasks

·       Develop and implement the bank’s customer service strategy, ensuring that it aligns with the bank’s overall goals and objectives.

Reporting:

·       Ensure all regulatory reports are done accurately and timely.

·       Ensure timely submission of reports such as complaints and feedback, internal surveys, mystery shopping, operational processes and customer journey.

Administration:

·       Liaise with respective departments in the bank for efficiency and effective ways of supporting customers

Skills, Knowledge, and Abilities

·       Strong attention to detail and organizational skills

·       Knowledge of the banking regulatory environment of Tanzania

·       Strong analytical and problem-solving skills, with the ability to analyze data and identify trends and opportunities for improvement

·       Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and other stakeholders.

·       Knowledge of customer experience best practices, tools, and technologies, including customer journey mapping, customer feedback systems, and customer analytics within a banking environment

·       Knowledge of banking products and services, including lending, deposit, and wealth management

Academic / Professional Qualifications

·       Bachelor’s degree in business administration, Accounting / Finance, or other related field

APPLY HERE

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