About Tanzania Commercial Bank
\nTanzania Commercial Bank is a bank that provides competitive financial services to our customers and creates value for our stakeholders through innovative products with a vision \u201cto be the leading bank in Tanzania in the provision of affordable, accessible and convenient financial services\u201d. As part of organizational development and management of its human capital in an effective way, Tanzania Commercial Bank commits itself towards attaining, retaining and developing the highly capable and qualified workforce for Tanzania Commercial Bank betterment and the nation at large.
\nJob Vacancy: Head of Customer Service
\nPosition Overview<\/p>\n
Position: Head of Customer Service
\nDepartment: Operations
\nSection: Customer Service
\nReports to: Chief Operating Officer
\nLocation: Dar es Salaam
\nVacancy: 1 Position<\/p>\n
Position Objective
\nThe Head of Customer Service will report directly to the Chief Operating Officer (COO). This role is responsible for:<\/p>\n
Working with the COO for planning and executing the organization\u2019s overall customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints.
\nDriving the customer agenda, understanding customer insights, and disrupting current operating models through innovation across segments and supporting functions with the assistance of the Chief Operating Officer.
\nMotivating and inspiring staff to improve service levels through implementation of service initiatives and ongoing coaching.
\nAnalyzing complaints and driving the implementation of the necessary service\/process improvements.<\/p>\n
Key Responsibilities<\/p>\n
Ensure that the customer service team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey.
\nChampion and promote the delivery of an excellent and consistent customer service and sales experience for customers by motivating and inspiring teams across the business, both customer-facing and support functions.
\nIdentify systems and processes that create barriers to serving customers and improve\/eliminate these to create value for customers.
\nChampion the customer service department, assessing and managing the customer service team to continually improve processes and outcomes.
\nProvide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
\nInteract at executive\/senior management level, proactively advocating for solutions and managing the customer escalation process.
\nCreate and implement an analytics strategy for best-in-class service delivery, leveraging existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions\/channels.
\nProactively implement the customer strategy and TCB-wide customer initiatives to gain staff commitment to serve customers well.
\nChampion the customer throughout the bank, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement.
\nConduct customer research and analyze feedback as part of the service\/process improvement.
\nEnsure necessary regulatory requirements related to service are adhered to.
\nImprove the overall experience of complaint capturing\/handling within the business.<\/p>\n
Qualifications, Skills, and Experience<\/p>\n
Holder of a Bachelor\u2019s Degree in Banking, Economics, Commerce, Business Administration, Finance, ICT, Marketing, or equivalent qualifications from recognized institutions.
\nMust have at least six (6) years of working experience in the banking industry or financial institutions, including at least two years\u2019 experience in a call center.
\nAn instinctive inclination and orientation towards service.
\nGood interpersonal and networking skills, with the ability to influence and guide strategy at senior levels.
\nProven coaching and development skills.
\nCommunication and presentation skills, both written and oral.
\nA good understanding of the various functions in the bank, e.g., Retail, Corporate, Operations, and IT.
\nExperience in a large international bank or investment bank.
\nTraining delivery and facilitation, including questioning techniques.<\/p>\n
Personal Attributes and Behavioral Competencies<\/p>\n
Ability to demonstrate Tanzania Commercial Bank core values.
\nAbility to prioritize work and meet deadlines.
\nAbility to implement projects\/programmes according to set objectives and timelines across a wide business platform.
\nHas sound judgment, common sense, and good humor.
\nStrong leadership and people management skills.
\nVery strong business acumen, with the ability to grow business.
\nAbility to build effective relationships with all stakeholders.
\nSelf-driven with a results-oriented mindset.<\/p>\n
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