About Tanzania Commercial Bank

Tanzania Commercial Bank is a bank that provides competitive financial services to our customers and creates value for our stakeholders through innovative products with a vision “to be the leading bank in Tanzania in the provision of affordable, accessible and convenient financial services”. As part of organizational development and management of its human capital in an effective way, Tanzania Commercial Bank commits itself towards attaining, retaining and developing the highly capable and qualified workforce for Tanzania Commercial Bank betterment and the nation at large.

Job Vacancy: Head of Customer Service

Position Overview

  • Position: Head of Customer Service
  • Department: Operations
  • Section: Customer Service
  • Reports to: Chief Operating Officer
  • Location: Dar es Salaam
  • Vacancy: 1 Position

Position Objective

The Head of Customer Service will report directly to the Chief Operating Officer (COO). This role is responsible for:

  • Working with the COO for planning and executing the organization’s overall customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints.
  • Driving the customer agenda, understanding customer insights, and disrupting current operating models through innovation across segments and supporting functions with the assistance of the Chief Operating Officer.
  • Motivating and inspiring staff to improve service levels through implementation of service initiatives and ongoing coaching.
  • Analyzing complaints and driving the implementation of the necessary service/process improvements.

Qualifications, Skills, and Experience

  • Holder of a Bachelor’s Degree in Banking, Economics, Commerce, Business Administration, Finance, ICT, Marketing, or equivalent qualifications from recognized institutions.
  • Must have at least six (6) years of working experience in the banking industry or financial institutions, including at least two years’ experience in a call center.
  • An instinctive inclination and orientation towards service.
  • Good interpersonal and networking skills, with the ability to influence and guide strategy at senior levels.
  • Proven coaching and development skills.
  • Communication and presentation skills, both written and oral.
  • A good understanding of the various functions in the bank, e.g., Retail, Corporate, Operations, and IT.
  • Experience in a large international bank or investment bank.
  • Training delivery and facilitation, including questioning techniques.
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