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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.
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