Job Vacancy at Absa Bank Tanzania, Zanzibar – October 2026

Customer Experience Executive

Company: Absa Bank Tanzania
Position: Customer Experience Executive
Location: Zanzibar, Tanzania
Branch: Zanzibar Main Branch
Job Type: Full-Time
Job Reference: R-15991417

About Absa

Absa is an African financial services group with a long-standing presence across the continent. The bank provides opportunities for employees to develop their careers while contributing to its growth and customer-focused banking strategy.

Job Summary

The Customer Experience Executive is responsible for driving exceptional branch operations and customer service through effective business management, leadership, team development and operational excellence.

The role also supports branch controls, customer service, complaint resolution and the effective management of branch operations.

Key Responsibilities

Sales – 20%

• Build relationships with existing customers to proactively anticipate and address future customer needs and identify sales opportunities.
• Cross-sell appropriate products based on customer needs through face-to-face interactions.
• Undertake customer servicing initiatives in accordance with established service standards.
• Complete follow-up paperwork and administrative activities to ensure efficient and compliant branch operations.
• Assist customers in completing bank stationery, forms and related documentation.
• Introduce customers to appropriate product and segment specialists.
• Participate in in-branch marketing activities, special campaigns and promotions.
• Handle customer complaints within the banking hall.
• Support the Branch Manager in community engagement activities to strengthen Absa’s business profile in the local market.
• Review the banking hall’s appearance, displays, cleanliness and tidiness.
• Work towards achieving sales and service targets.
• Maintain statistics and monitor progress against targets.
• Ensure that customer onboarding procedures are followed.
• Deliver assigned financial targets for local business.
• Handle account opening, account maintenance, loan processing, cheque book ordering and customer complaints through Branch Maker (Sybrin).
• Issue ATM card PINs or cards as authorized by the Branch Manager.

Business Management – 5%

• Maintain statistics and monitor progress against target reports.

Customer Service – 60%

• Take ownership of customer queries and complaints requiring branch management intervention and ensure appropriate resolution.
• Conduct monthly analysis of customer queries and complaints and develop action plans to prevent recurring issues.
• Ensure all customer contact points and branch equipment, including PCs, printers and note counters, meet required service standards.
• Manage the banking hall effectively and direct customers to the most appropriate service delivery channels, such as cashiers and drop boxes.
• Manage remote and manual authorizations by assigning responsibilities to authorized personnel and personally authorizing transactions where required.
• Interact regularly with internal service providers, including Operations and the KYC Helpdesk, to ensure fast and efficient customer service.
• Monitor customer service through Q-Matic to ensure that cashiers, personal bankers and enquiry service points are adequately staffed.

Administration – 5%

• Carry out systems administration, including user maintenance.
• Provide feedback on the performance and service delivery of external service providers, such as courier and cleaning service providers, to the Area Manager and Head Office Sourcing team.

Team Contribution – 10%

• Provide cover for the Branch Operations Manager or Branch Operations Team Leader.
• Provide honest, direct and constructive feedback to colleagues.
• Deputize for the Branch Operations Manager or Team Leader when required.
• Share knowledge, experience and best practices with team members and other branch managers.

Risk and Control Responsibilities

• Act as a crisis coordinator during major issues within the business unit and allocate responsibilities to crisis response teams.
• Regularly review the risk and compliance profile of the business unit and provide appropriate support regarding changes required to rebalance risk and reward.
• Understand the employee’s role within end-to-end processes, including applicable risks and controls.
• Adhere to Absa policies and procedures applicable to the role.
• Demonstrate sound judgment and responsible risk management.
• Keep up to date with regulatory changes and understand their impact on the business.
• Complete all mandatory training within the required deadlines.

Technical Skills and Competencies

• People management.
• Communication and presentation skills.
• Business management.
• Performance management.
• Resource management.
• Cultural and change management.
• Planning.
• PC skills.

Knowledge, Expertise and Experience

Applicants should have:

• In-depth understanding of technical support systems such as Brains and Winfos.
• Understanding of Absa Tanzania’s retail strategy, COO strategy, operating structure and interfaces with other functions.
• Good understanding of risk policies and procedures.
• Good understanding of the Group structure and interfaces with other functions.
• Detailed understanding of people policies and procedures.
• Knowledge of resource management.
• Knowledge of brand and leadership development.
• Performance management skills.
• Team-building skills.
• Knowledge of DC&G.
• Recruitment skills.
• PD Team Leader knowledge.
• Sales management skills.
• Time management skills.
• Relevant graduate qualification or equivalent relevant experience.
• Excellent experience in banking operations.
• People management experience.
• Detailed knowledge of banking policies and procedures.
• Cash management knowledge.

Key Issues Over the Next 12–24 Months

• Champion customer service within the branch.
• Provide cover for the Branch Operations Team Leader when required.

Additional Qualities

• Passion for branch performance.
• Honesty and integrity.
• Decisiveness.
• Commitment to personal development.

Absa Values

Absa’s values and behaviours include:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education Requirement

• Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies is required.

How to Apply

Interested and qualified candidates should submit their applications through the official Absa careers portal.

CLICK HERE TO APPLY