About the job Customer Service Manager<\/p>\n
Mwanga Hakika Bank Limited (MHB) is a fully fledged commercial bank 100% owned by local Tanzanians. We have an exciting opportunity for enthusiastic and committed individuals to join our dynamic and growing team in the following open vacancy.
\nPurpose of the Role
\nTo lead and manage the branch\u2019s customer service function by ensuring high-quality service delivery, resolving customer queries and complaints efficiently, managing the front-office team, and driving service excellence that supports business growth, customer satisfaction, and loyalty.
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\nSummary of Key Duties and Responsibilities<\/p>\n
Supervise and coordinate daily activities of front-office staff to ensure seamless customer service delivery.
\nOversee account opening processes and ensure compliance with KYC, AML, and internal policies.
\nMonitor customer service queues and ensure effective queue management, including handling peak hours.
\nResolve escalated customer queries and complaints professionally and within agreed timelines.
\nEnsure timely feedback is provided to customers on queries and complaints raised.
\nOversee the handling and issuance of ATM cards, cheque books, PIN mailers, and ensure proper ATM lobby management.
\nPromote a customer-first culture across the branch and ensure customers receive consistent, high-quality service.
\nSupport marketing and cross-selling of the banks products and services aligned to customer needs.
\nMaintain an accurate customer complaints register and provide monthly reports with key insights and recommendations.
\nMonitor customer satisfaction levels and lead initiatives to improve the customer experience.
\nTrain, mentor, and coach the customer service team to enhance service delivery and performance.
\nEnsure customer-facing areas are well-maintained, clean, and professional.
\nPrepare and submit timely customer service performance reports to management.
\nCollaborate with internal departments (e.g., operations, compliance, IT) to solve service-related challenges.<\/p>\n
Qualifications<\/p>\n
Minimum of 3 years experience in a customer service role, with at least 1 year in a supervisory or managerial position, preferably in the banking sector.
\nBachelors Degree in Banking, Business Administration, Marketing, Finance, or a related field.<\/p>\n
Knowledge and Skills<\/p>\n
Strong knowledge of banking operations and customer service standards.
\nExcellent leadership, coaching, and team management skills.
\nStrong communication and interpersonal skills in both English and Swahili.
\nGood problem-solving and conflict resolution abilities.
\nSales and relationship management skills.
\nHigh level of attention to detail and accuracy.
\nProficient in Microsoft Office applications and banking systems.<\/p>\n
Key Behavioral Competencies<\/p>\n
Customer-focused with a high level of professionalism.
\nPositive and flexible attitude towards change.
\nProactive, self-motivated, and results-oriented.
\nStrong ethics, integrity, and confidentiality.
\nHigh degree of emotional intelligence and teamwork.<\/p>\n
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