Website Absa Bank Tanzania
Absa Bank Tanzania
Customer Experience Executive – Mwanza
Company: Absa Bank Tanzania
Location: Mwanza
Employment Type: Full-Time
Application Deadline: 26 June 2026
Job Requisition ID: R-15988336
About the Role
The Customer Experience Executive is responsible for driving exceptional branch operations performance through effective business management, leadership, customer service excellence, and operational control. The role supports branch performance, customer satisfaction, compliance, and sales growth while ensuring adherence to operational procedures and risk management standards.
Key Responsibilities
Sales and Business Development (20%)
- Build and maintain relationships with existing customers.
- Identify customer needs and proactively promote suitable banking products and services.
- Cross-sell products and services to customers.
- Deliver customer service according to established standards.
- Complete required paperwork and branch administration accurately.
- Assist customers with banking forms and documentation.
- Refer customers to appropriate product and segment specialists.
- Support in-branch marketing campaigns and promotional activities.
- Handle customer complaints within the banking hall.
- Support community engagement initiatives to strengthen Absa’s presence in the local market.
- Monitor banking hall appearance, cleanliness, and merchandising standards.
- Achieve assigned sales and service targets.
- Track and report performance against targets.
- Ensure customer onboarding procedures are properly followed.
- Open and maintain customer accounts.
- Process loan applications and related documentation.
- Order cheque books and manage customer requests.
- Issue ATM cards and PINs as authorized by the Branch Manager.
- Manage customer complaints through Branch Maker (Sybrin).
Business Management (5%)
- Maintain branch performance statistics.
- Monitor and report progress against branch targets.
Customer Service Management (60%)
- Take ownership of escalated customer complaints and queries.
- Conduct monthly complaint trend analysis and implement corrective action plans.
- Ensure all customer service equipment is functional and maintained.
- Manage banking hall operations to improve customer flow and service efficiency.
- Oversee manual and remote transaction authorizations.
- Coordinate with internal departments such as Operations and KYC Helpdesk.
- Monitor service delivery through the Q-Matic system.
- Ensure customer service points are adequately staffed at all times.
Administration (5%)
- Perform systems administration and user maintenance activities.
- Evaluate and provide feedback on external service providers such as:
- Courier services
- Cleaning services
- Other outsourced vendors
Team Leadership and Support (10%)
- Provide operational support for the Branch Operations Manager or Team Leader.
- Offer constructive feedback to colleagues.
- Deputize for branch operations leadership when required.
- Share knowledge, experience, and best practices with team members and other branches.
Risk and Compliance Responsibilities
- Coordinate branch response during operational crises.
- Review branch risk and compliance profiles regularly.
- Support management in balancing risk and business objectives.
- Understand operational processes, risks, and controls.
- Ensure compliance with Absa policies and procedures.
- Stay informed about regulatory changes and industry developments.
- Complete all mandatory compliance training within required deadlines.
Required Skills and Competencies
- People Management
- Communication and Presentation Skills
- Business Management
- Performance Management
- Resource Management
- Cultural and Change Management
- Planning and Organization
- Computer Literacy (PC Skills)
Required Knowledge and Experience
Essential
- Strong understanding of banking systems such as Brains and WinFos.
- Knowledge of retail banking operations and branch management.
- Understanding of risk management policies and procedures.
- Knowledge of organizational structures and business functions.
- Understanding of human resource policies and procedures.
- Excellent operations management experience.
- Leadership and people management experience.
- Detailed knowledge of banking policies and procedures.
- Cash management experience.
- Bachelor’s degree or equivalent relevant experience.
Preferred Training
- Resource Management
- Brand and Leadership Development
- Performance Management
- Team Building
- Recruitment Skills
- Sales Management
- Time Management
- PD Team Leader Training
- DC&G Training
Key Priorities (Next 12–24 Months)
- Champion excellent customer service across the branch.
- Provide operational leadership support when required.
- Strengthen branch operational controls and efficiency.
- Enhance customer satisfaction and branch performance.
Personal Attributes
- Passion for delivering strong branch performance.
- High level of honesty and integrity.
- Strong decision-making skills.
- Commitment to personal and professional development.
- Customer-focused mindset.
- Leadership and teamwork abilities.
Educational Requirement
Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies (Required).
How to Apply:
To submit your application, please follow the link provided below.
To apply for this job please visit absa.wd3.myworkdayjobs.com.