Job Vacancy at Absa Bank Tanzania, Dar es Salaam – September 2026

Customer Experience Executive

Company: Absa Bank Tanzania
Location: Absa House, Tanzania
Job Type: Full Time
Job Requisition ID: R-15991297
Posted: 29 September 2026
Closing Date: 3 October 2026

Job Summary

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

The role is also responsible for maintaining robust branch controls, providing excellent customer service, resolving customer complaints, and actively contributing to the TRANSFORM programme.

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 through face-to-face interactions.
• Undertake customer servicing initiatives and requirements for face-to-face customers according to predetermined service standards.
• Complete follow-up paperwork and administrative activities to ensure effective, efficient, and compliant branch operations.
• Assist customers with completion of bank stationery, forms, and other documentation.
• Introduce customers to appropriate product or segment specialists.
• Undertake in-branch marketing activities, special campaigns, promotions, and related initiatives.
• Handle customer complaints within the Banking Hall.
• Support the Branch Manager in community engagement activities to build Absa’s business profile in the local market.
• Review merchandising, including 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 procedures.
• Deliver individual assigned financial targets for local business.
• Handle account opening, account maintenance, loan processing, cheque book ordering, and customer complaints through the Branch Maker (Sybrin) system.
• 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 query and complaint trend analysis and develop action plans to prevent recurring issues.
• Ensure all customer contact points in the branch, including equipment such as PCs, printers, and note counters, meet high service standards.
• Through effective Banking Hall management, 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 authorisations by assigning responsibility to authorised personnel and personally authorising 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 Responsibilities

• In the event of major issues within the business unit, act as crisis coordinator and allocate tasks to crisis teams.
• Regularly review the risk and compliance profiles of the business unit and provide consultative support to the Managing Director on changes required to balance risk and reward.
• Understand your role within end-to-end processes, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to the role and demonstrate sound judgment and responsible risk management.
• Keep up to date with regulatory changes and understand their potential impact on the business.
• Stay informed about developments and thinking within the banking industry.
• 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

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.
• Experience or 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 banking policies and procedures.
• Cash management experience.

Key Priorities for the Next 12–24 Months

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

Additional Criteria and Qualities

• Passion for branch performance.
• Honesty and integrity.
• Decisiveness.
• Willingness to take responsibility for personal development.

Absa Values

Absa’s values and behaviours represent the standards governing the actions of employees and against which performance is assessed:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

Required: Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies, or relevant experience/qualification as specified in the job requirements.

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