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Customer Service Manager at Mwanga Hakika Bank

About the job Customer Service Manager

Mwanga Hakika Bank Limited (MHB) is a fully fledged commercial bank 100% owned by local Tanzanians. We have an exciting opportunity for enthusiastic and committed individuals to join our dynamic and growing team in the following open vacancy.

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Purpose of the Role

To lead and manage the branch’s customer service function by ensuring high-quality service delivery, resolving customer queries and complaints efficiently, managing the front-office team, and driving service excellence that supports business growth, customer satisfaction, and loyalty.

Summary of Key Duties and Responsibilities

  • Supervise and coordinate daily activities of front-office staff to ensure seamless customer service delivery.
  • Oversee account opening processes and ensure compliance with KYC, AML, and internal policies.
  • Monitor customer service queues and ensure effective queue management, including handling peak hours.
  • Resolve escalated customer queries and complaints professionally and within agreed timelines.
  • Ensure timely feedback is provided to customers on queries and complaints raised.
  • Oversee the handling and issuance of ATM cards, cheque books, PIN mailers, and ensure proper ATM lobby management.
  • Promote a customer-first culture across the branch and ensure customers receive consistent, high-quality service.
  • Support marketing and cross-selling of the banks products and services aligned to customer needs.
  • Maintain an accurate customer complaints register and provide monthly reports with key insights and recommendations.
  • Monitor customer satisfaction levels and lead initiatives to improve the customer experience.
  • Train, mentor, and coach the customer service team to enhance service delivery and performance.
  • Ensure customer-facing areas are well-maintained, clean, and professional.
  • Prepare and submit timely customer service performance reports to management.
  • Collaborate with internal departments (e.g., operations, compliance, IT) to solve service-related challenges.

Qualifications

  • Minimum of 3 years experience in a customer service role, with at least 1 year in a supervisory or managerial position, preferably in the banking sector.
  • Bachelors Degree in Banking, Business Administration, Marketing, Finance, or a related field.

Knowledge and Skills

  • Strong knowledge of banking operations and customer service standards.
  • Excellent leadership, coaching, and team management skills.
  • Strong communication and interpersonal skills in both English and Swahili.
  • Good problem-solving and conflict resolution abilities.
  • Sales and relationship management skills.
  • High level of attention to detail and accuracy.
  • Proficient in Microsoft Office applications and banking systems.

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Key Behavioral Competencies

  • Customer-focused with a high level of professionalism.
  • Positive and flexible attitude towards change.
  • Proactive, self-motivated, and results-oriented.
  • Strong ethics, integrity, and confidentiality.
  • High degree of emotional intelligence and teamwork.

Interested candidates are requested to submit their applications to Mwanga Hakika Bank | Career Page (careers-page.com). The deadline for application is 11th May 2025. Only shortlisted candidates will be contacted.

How to Apply:

 To submit your application, please follow the link provided below.

CLICK HERE TO APPLY

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