Job Vacancy at Absa Bank Tanzania, Tanzania – October 2026

Customer Experience Executive

Company: Absa Bank Tanzania
Position: Customer Experience Executive
Job Type: Full-Time
Reference: R-15991424
Location: Tanzania

About Absa Bank

With over 100 years of history, Absa is a proudly African financial services group with local expertise and regional and international capabilities. The bank provides opportunities for employees to develop their careers, contribute to business growth, and shape the future of financial services across Africa.

Job Summary

The Customer Experience Executive is responsible for driving and delivering exceptional operational and business performance through efficient business management, leadership, team development, and operational excellence in branches with up to 25 staff members or branches serving single customer categories.

The role is also responsible for ensuring robust controls within the branch, delivering effective customer service, and resolving customer complaints.

Main Accountabilities

Sales – 20%

• Build relationships with existing customers to proactively anticipate and address future customer needs and identify sales opportunities.
• Cross-sell appropriate customer-needs-related products face-to-face.
• Undertake customer servicing initiatives and requirements for face-to-face customers according to predetermined service standards.
• Complete follow-up paperwork and undertake administrative activities to ensure effective, efficient, and compliant branch operations.
• Assist customers in completing bank stationery, forms, and other documentation.
• Introduce customers to appropriate product or segment specialists.
• Undertake in-branch marketing, special campaigns, promotions, and related activities.
• Handle customer complaints in the Banking Hall.
• Support the Branch Manager in community engagement activities aimed at building Absa’s business profile in the local market.
• Review merchandising, including the general Banking Hall appearance, displays, cleanliness, and tidiness.
• Work towards achieving sales and service targets.
• Maintain statistics and monitor progress against targets.
• Ensure the customer onboarding process is followed in accordance with established procedures.
• Deliver individual assigned financial targets for local business.
• Perform account opening, account maintenance, loan processing, cheque book ordering, and customer complaint activities using Branch Maker (Sybrin).
• Issue ATM card PINs or cards as advised by the Branch Manager.

Business Management – 5%

• Maintain statistics and monitor progress against target reporting.

Customer Service – 60%

• Where customers request to deal directly with the Branch Manager, ensure the Branch Manager takes ownership of the query or complaint resolution process.
• Conduct monthly analysis of customer query and complaint trends and develop action plans to prevent recurring issues.
• Ensure all customer contact points within the branch, including equipment such as PCs, printers, and note counters, meet the required service standards.
• Manage the Banking Hall effectively and ensure customers are directed to the most appropriate service delivery channel according to their needs, such as cashiers and drop boxes.
• Manage remote and manual authorizations by assigning responsibility to authorizers and personally authorizing transactions where required to ensure efficient counter service.
• 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 cashiers, personal bankers, and enquiry service points are adequately staffed at all times.

Administration – 5%

• Perform systems administration, including user maintenance.
• Provide feedback on the performance and service delivery of external service providers, such as courier and cleaning services, to the Area Manager and Head Office Sourcing team to support future contract decisions.

Contribution to the Team – 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 Objective

• In the event of major issues within the business unit, act as crisis coordinator and allocate tasks to crisis teams.
• Review the risk and compliance profile of the business unit regularly and provide consultative support to the Managing Director on changes required to rebalance risk and reward where necessary.
• Understand your role within the end-to-end processes in which you participate, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to the role, demonstrating sound judgment and responsible risk management.
• Keep up to date with regulatory changes and be able to articulate their impact on the business while remaining informed about industry developments.
• Complete all mandatory training within the required deadlines.

Technical Skills and Competencies

• People Management
• Communication and Presentation
• Business Management
• Performance Management
• Resource Management
• Cultural and Change Management
• Planning
• PC Skills

Knowledge, Expertise and Experience

• 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 and/or formal training in:
  • Resource Management
  • Brand and Leadership Development
  • Performance Management
  • Team Building
  • DC&G
  • Recruitment Skills
  • PD Team Leader
  • Sales Management
  • Time Management
• Graduate qualification or relevant experience to compensate.
• Excellent experience in operations.
• People management experience.
• Detailed knowledge of bank policies and procedures.
• Cash management experience.

Key Issues Over the Next 12–24 Months

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

Additional Criteria and Qualities

• Passion for branch performance.
• Honesty and integrity.
• Decisiveness.
• Take responsibility for personal development.

Education

Required: Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies.

How to Apply

This is a full-time position.

Interested candidates should submit their applications through the official Absa careers portal using the link below:

CLICK HERE TO APPLY