About the job Customer Service Manager
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.
Purpose of the Role
To lead and manage the branch’s 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.
Summary of Key Duties and Responsibilities
- Supervise and coordinate daily activities of front-office staff to ensure seamless customer service delivery.
- Oversee account opening processes and ensure compliance with KYC, AML, and internal policies.
- Monitor customer service queues and ensure effective queue management, including handling peak hours.
- Resolve escalated customer queries and complaints professionally and within agreed timelines.
- Ensure timely feedback is provided to customers on queries and complaints raised.
- Oversee the handling and issuance of ATM cards, cheque books, PIN mailers, and ensure proper ATM lobby management.
- Promote a customer-first culture across the branch and ensure customers receive consistent, high-quality service.
- Support marketing and cross-selling of the banks products and services aligned to customer needs.
- Maintain an accurate customer complaints register and provide monthly reports with key insights and recommendations.
- Monitor customer satisfaction levels and lead initiatives to improve the customer experience.
- Train, mentor, and coach the customer service team to enhance service delivery and performance.
- Ensure customer-facing areas are well-maintained, clean, and professional.
- Prepare and submit timely customer service performance reports to management.
- Collaborate with internal departments (e.g., operations, compliance, IT) to solve service-related challenges.
Qualifications
- 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.
- Bachelors Degree in Banking, Business Administration, Marketing, Finance, or a related field.
Knowledge and Skills
- Strong knowledge of banking operations and customer service standards.
- Excellent leadership, coaching, and team management skills.
- Strong communication and interpersonal skills in both English and Swahili.
- Good problem-solving and conflict resolution abilities.
- Sales and relationship management skills.
- High level of attention to detail and accuracy.
- Proficient in Microsoft Office applications and banking systems.
Key Behavioral Competencies
- Customer-focused with a high level of professionalism.
- Positive and flexible attitude towards change.
- Proactive, self-motivated, and results-oriented.
- Strong ethics, integrity, and confidentiality.
- High degree of emotional intelligence and teamwork.
