Website Absa Bank Tanzania
Absa Bank Tanzania
Absa Bank Tanzania
Job Vacancy: Customer Experience Executive
Company: Absa Bank Tanzania
Position: Customer Experience Executive
Employment Type: Full-Time
Industry: Banking & Financial Services
About Absa
With over 100 years of history, Absa is a leading African bank with strong regional and international expertise. The bank is committed to empowering Africa’s future by delivering exceptional financial services while providing employees with opportunities for career growth and development.
Our Purpose:
Empowering Africa’s tomorrow, together… one story at a time.
Job Summary
The Customer Experience Executive is responsible for driving exceptional branch operations and customer service by ensuring efficient business management, operational excellence, and strong customer relationships.
The role focuses on:
- Delivering outstanding customer service.
- Strengthening operational controls within the branch.
- Resolving customer complaints effectively.
- Supporting branch business growth through sales and relationship management.
- Contributing to the successful implementation of the TRANSFORM Programme.
Key Responsibilities
1. Sales (20%)
The successful candidate will:
- Build and maintain strong relationships with existing customers.
- Identify customer needs and cross-sell suitable banking products.
- Deliver face-to-face customer service in accordance with service standards.
- Complete all required administrative documentation accurately.
- Assist customers in completing banking forms and documentation.
- Refer customers to appropriate product or segment specialists.
- Participate in branch marketing campaigns and promotional activities.
- Handle customer complaints within the banking hall.
- Support community engagement activities that enhance Absa’s presence in the local market.
- Monitor the appearance and merchandising standards of the banking hall.
- Achieve assigned sales and service targets.
- Monitor sales performance and target reporting.
- Ensure customer onboarding procedures are properly followed.
- Deliver assigned financial targets.
- Perform account opening, account maintenance, loan processing, cheque book ordering, customer complaint handling through the Sybrin Branch Maker system, and ATM card/PIN issuance as directed by the Branch Manager.
2. Business Management (5%)
- Maintain branch performance statistics.
- Monitor progress against branch targets and prepare performance reports.
3. Customer Service (60%)
The role requires the candidate to:
- Take ownership of customer complaints that require Branch Manager intervention.
- Conduct monthly analysis of customer complaints and develop action plans to reduce recurring issues.
- Ensure all customer service equipment (computers, printers, note counters, etc.) operates efficiently.
- Manage banking hall operations to direct customers to the most appropriate service channels.
- Oversee remote and manual transaction authorisations.
- Work closely with internal departments such as Operations and the KYC Helpdesk to improve service delivery.
- Monitor customer flow using the Q-Matic system to ensure service points remain adequately staffed.
4. Administration (5%)
- Perform user maintenance and systems administration.
- Provide feedback on the performance of external service providers such as cleaning and courier services.
5. Team Contribution (10%)
- Provide operational support and cover for the Branch Operations Manager or Branch Operations Team Leader.
- Share knowledge and best practices with colleagues.
- Provide constructive feedback to team members.
- Deputise for branch operations leadership when required.
6. Risk & Control
The successful candidate will:
- Coordinate branch responses during major operational incidents.
- Regularly review branch risk and compliance profiles.
- Ensure compliance with Absa policies, procedures, and regulatory requirements.
- Understand operational risks and internal controls.
- Keep up to date with regulatory changes affecting banking operations.
- Complete all mandatory training within required timelines.
Technical Skills & Competencies
Applicants should demonstrate skills in:
- People management.
- Communication and presentation.
- Business management.
- Performance management.
- Resource management.
- Planning and organisation.
- Cultural and change management.
- Computer literacy.
Knowledge & Experience
Candidates should possess:
- Strong understanding of banking systems such as Brains and Winfos.
- Knowledge of Absa Tanzania Retail Strategy and COO operating model.
- Good understanding of:
- Risk policies and procedures.
- Banking operations.
- Group structures and internal functions.
- Human resource policies.
- Experience in:
- Branch operations.
- Cash management.
- People management.
- Banking policies and procedures.
Formal Training in areas such as:
- Resource Management.
- Brand & Leadership Development.
- Performance Management.
- Team Building.
- Recruitment Skills.
- Sales Management.
- Time Management.
Applicants should possess a university degree or equivalent relevant professional experience.
Key Priorities
Over the next 12–24 months, the successful candidate will:
- Champion customer service excellence within the branch.
- Support Branch Operations Team Leaders whenever required.
Personal Attributes
Ideal candidates should demonstrate:
- Passion for branch performance.
- Honesty and integrity.
- Decisiveness.
- Accountability.
- Commitment to continuous personal development.
Absa Values
Employees are expected to uphold the following values:
- Trust
- Resourcefulness
- Stewardship
- Inclusivity
- Courage
Education
Applicants should possess:
- Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies, or an equivalent qualification.
How to Apply
Interested candidates should submit their applications through the official Absa Careers portal by following the application link provided in the job advertisement.
Job Type: Full-Time
Absa Bank Tanzania
Empowering Africa’s tomorrow, together… one story at a time.
How to Apply:
To submit your application, please follow the link provided below.
To apply for this job please visit absa.wd3.myworkdayjobs.com.