Job Vacancy: SQC Manager (Service Quality & Compliance Manager)

Company: KCB Bank Tanzania
Position: SQC Manager
Job Category: Management
Employment Type: Full-Time
Location: Tanzania
Job Identification: 6327
Posted: 17th July 2026
Application Deadline: 31st July 2026 at 5:00 PM

Job Summary

The SQC Manager will be responsible for ensuring effective service quality management, operational efficiency, compliance, and risk mitigation within the branch environment.

The role focuses on managing bank resources, coordinating operational processes, improving customer experience, strengthening internal controls, and ensuring compliance with banking policies and regulatory requirements.

Key Responsibilities

Service Quality & Operations Management

Ensure effective and efficient management of bank resources.
Coordinate branch operations processes to enhance service delivery.
Improve customer satisfaction through operational effectiveness and timely complaint resolution.
Ensure adequate staffing of front-office positions, including:
- Cash tellers.
- Non-cash tellers.
- ATM services.
Ensure proper cash management and availability of sufficient cash reserves for daily transactions.
Support business continuity and optimal resource utilisation.

Staff Development & Process Improvement

Coordinate staff coaching, training, and development on branch operations and compliance requirements.
Ensure branch employees are technically equipped to deliver efficient services.
Provide operational feedback and recommendations on new projects, processes, and initiatives.
Support implementation of operational improvements.

Risk Management & Compliance

Support proactive identification, assessment, mitigation, monitoring, and reporting of operational risks.
Prepare risk reports and submit identified risks to relevant management and Group Risk functions.
Maintain updated branch risk registers and Key Risk Indicators (KRIs).
Ensure proper recording and management of operational incidents and loss events.
Promote ethical conduct, transparency, accountability, and compliance within the branch.

Regulatory Compliance & Internal Controls

Coordinate compliance with:
- Anti-Money Laundering (AML) policies.
- Know Your Customer (KYC) requirements.
- Operations manuals and internal procedures.
Work with Retail Region Teams and Branch Management to ensure timely resolution of audit findings.
Conduct periodic self-assessments to ensure compliance with policies and procedures.
Ensure adherence to Standard Operating Procedures (SOPs) to strengthen internal controls and reduce fraud risks.

Daily Responsibilities

Monitor and improve service quality standards.
Ensure proper branch resource allocation and operational support.
Coordinate risk identification and mitigation activities.
Prepare operational and compliance reports.
Support audit and regulatory compliance activities.

Minimum Qualifications & Experience

Academic Requirements

Required:

Bachelor’s Degree from a recognized institution.

Added Advantage:

Professional qualifications such as:
- AKIB.
- CPA (K).
- ACCA.
Master’s Degree in a business-related field.

Experience Requirements

Minimum 5 years of relevant experience in:
- Banking operations.
- Service quality management.
- Risk and compliance.
- Branch management.
- Financial services.

Key Skills & Competencies

Applicants should demonstrate:

Strong knowledge of banking operations and procedures.
Service quality management skills.
Operational risk management expertise.
Compliance and internal control knowledge.
Customer service improvement skills.
Leadership and staff development abilities.
Strong analytical and reporting skills.
Ability to manage multiple operational priorities.

Application Details

Job Type: Full-Time
Location: Tanzania

Interested candidates should submit applications through the official KCB Bank Tanzania careers portal.

Application Deadline: 31st July 2026 at 5:00 PM

KCB Bank Tanzania
Building a stronger financial future.

How to Apply:

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

CLICK HERE TO APPLY

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