Service Center Manager

National Bank of Commerce (NBC), Tanzania

Position Overview

NBC is the oldest serving bank in Tanzania, with over five decades of experience in retail, business, corporate, investment banking, and wealth management services.

This role is responsible for managing overall performance of the service center, ensuring delivery of sales, service quality, and operational excellence targets.

Job Summary

The Service Center Manager leads the branch/service center team to achieve:

Sales targets
Service quality standards
Operational efficiency
Risk and compliance requirements
Customer acquisition and retention goals

Key Accountabilities

1. Business Management (20%)

Allocate tasks and prioritize workloads to meet operational targets
Monitor productivity and benchmark against industry standards
Develop improvement plans to close performance gaps
Contribute to medium-term (2–3 years) business strategy development
Analyze market trends and external business environment

2. People Management (30%)

Lead and manage service center staff for daily operations
Develop a high-performing team through coaching and performance management
Promote knowledge sharing and continuous learning
Conduct workforce planning and recruitment
Manage succession planning and talent development
Approve leave and manage staffing coverage
Monitor overtime and ensure efficient workforce utilization
Oversee disciplinary processes with HR support
Review organizational structure and role clarity annually
Identify training needs and ensure execution of development plans

3. Controls and Compliance (15%)

Ensure adherence to branch operational manuals and procedures
Submit reports and returns on time
Maintain and implement business continuity plans
Ensure compliance with KYC and AML regulations
Protect system access credentials and ensure cybersecurity discipline
Manage audit queries and corrective actions
Oversee cash management, including:
- Daily cash balancing
- Branch cash limits
- ATM replenishment and reconciliation
- Strong room key control
- Cash movement and insurance compliance
Ensure safety and security compliance
Conduct and record snap checks

4. Sales and Target Achievement (20%)

Develop strategies to achieve branch sales targets
Drive customer acquisition and competitor business capture
Promote NBC products and cross-selling initiatives
Implement lead generation and referral systems
Monitor performance against targets and adjust strategies
Manage business risks within the branch

5. Community and Brand Representation (10%)

Build relationships with key stakeholders and customers
Maintain strong presence in the local community
Represent NBC in community events and engagements
Strengthen the bank’s brand image and visibility

6. Personal Development (5%)

Stay updated with policies, circulars, and banking regulations
Complete assigned training and development plans
Identify personal skill gaps and improvement areas
Maintain strong knowledge of NBC products and services

Education and Experience

Required

Bachelor’s degree in:
- Commerce
- Banking and Finance
- Business or related field
Minimum 5 years of relevant banking or financial services experience

Key Skills and Competencies

Strong leadership and decision-making ability
Commercial and entrepreneurial thinking
Sales and customer relationship management
Networking and stakeholder engagement
Ability to adapt to change and drive innovation
Strong communication and influencing skills
Product and service knowledge in banking
Digital and operational familiarity in financial services
Customer service excellence mindset

Role Summary

This position combines leadership, sales management, compliance, and operational control, making it a senior branch-level role responsible for both business growth and regulatory discipline.

How to Apply:

To submit your application, please follow the link provided below.

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