Customer Experience Executive - Mwanza

About the role

This position sits within a well-established African banking group with more than a century of history. It is designed for someone who can strengthen branch operations, elevate customer experience, support team capability, and uphold strong operational discipline in a branch environment serving up to 25 staff members or a single customer category.

The role also supports the bank’s broader transformation agenda and requires active participation in branch-level change and service improvement initiatives.

Purpose of the job

The main goal is to deliver strong operational performance in the branch through effective management practices, leadership, staff development, and consistent service delivery. The postholder is expected to reinforce control standards, handle customer service matters, and resolve complaints efficiently.

Key responsibilities

• Build relationships with existing customers to anticipate needs, identify opportunities, and support cross-selling in person.
• Deliver customer service activities to agreed branch standards and help customers complete forms and other banking paperwork.
• Support account opening, account maintenance, loan processing, cheque book requests, customer complaints handling, and issuing of ATM card PINs or cards as directed by the Branch Manager.
• Carry out branch marketing, promotional activity, and special campaigns, while also supporting local community engagement to strengthen the bank’s presence.
• Maintain target tracking, branch statistics, and progress reporting, and work toward assigned sales and service goals.
• Help ensure customer onboarding follows the required procedure and contribute to the achievement of individual financial targets linked to the local business.
• Resolve complaints raised in the banking hall, analyse complaint trends each month, and help implement actions that reduce repeat issues.
• Make sure customer-facing points, including equipment such as computers, printers, and note counters, remain in excellent working condition and service-ready state.
• Direct customers to the most suitable service channel, including cashiers and drop boxes, to improve flow and service efficiency.
• Manage manual and remote authorisations, allocate approvers where needed, and personally authorise transactions when required for smooth counter service.
• Work closely with internal support teams such as Operations and the KYC Helpdesk to speed up customer resolution.
• Monitor service levels through Q-matic so that cashiers, personal bankers, and enquiry desks are staffed appropriately at all times.
• Perform branch systems administration and user maintenance.
• Share feedback about external service providers such as couriers and cleaning vendors with the area manager and head office sourcing teams.
• Act as cover for the Branch Operations Manager or Branch Operations Team Leader when needed and provide constructive feedback and knowledge sharing within the team.
• Support crisis coordination during major issues, help manage risk and compliance profiles, and stay current with regulatory changes and internal policies.

Requirements

• Strong background in branch operations, banking processes, and customer service delivery.
• Solid understanding of bank policies, procedures, risk controls, and compliance expectations.
• Practical knowledge of support systems such as Brains and WinFos.
• Working knowledge of Absa Tanzania retail strategy, COO strategy, branch operating structure, and interfaces with other functions.
• Experience in people management, performance management, resource coordination, and team leadership.
• Ability to communicate clearly, present effectively, plan well, and manage change and culture-related issues.
• Training or working knowledge in resource management, leadership development, team building, recruitment, sales management, time management, and related branch leadership topics.
• Graduate level education, or equivalent experience that can substitute for a degree.
• Ability to maintain high standards of honesty, sound judgement, accountability, and personal development.
• Capacity to handle cash management and branch service operations confidently.

Additional information

This role requires a strong focus on branch performance, customer service excellence, operational rigour, and risk awareness. The postholder should be prepared to support branch operations leadership as needed and contribute to ongoing change and transformation initiatives.

Key issues for the next 12–24 months

• Strengthen and champion customer service across the branch.
• Provide backup support to the Branch Operations Team Leader when required.

Personal qualities

• Commitment to branch performance and service quality.
• High integrity and honesty.
• Decisive decision-making.
• Willingness to take ownership of personal growth and development.

Compensation

Salary details were not specified.