Head of Customer Service
2025-05-30T21:33:08+00:00
Tanzania Commercial Bank
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FULL_TIME
Dar es Salaam
Dar es Salaam
00000
Tanzania
Banking
Customer Service
2025-06-11T17:00:00+00:00
Tanzania
8
Position Objective
The Head of Customer Service will report directly to the Chief Operating Officer (COO). This role is responsible for:
- Working with the COO for planning and executing the organization’s 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.
- Driving 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.
- Motivating and inspiring staff to improve service levels through implementation of service initiatives and ongoing coaching.
- Analyzing complaints and driving the implementation of the necessary service/process improvements.
Key Responsibilities
- 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.
- Champion 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.
- Identify systems and processes that create barriers to serving customers and improve/eliminate these to create value for customers.
- Champion the customer service department, assessing and managing the customer service team to continually improve processes and outcomes.
- Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
- Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process.
- Create 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.
- Proactively implement the customer strategy and TCB-wide customer initiatives to gain staff commitment to serve customers well.
- Champion the customer throughout the bank, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement.
- Conduct customer research and analyze feedback as part of the service/process improvement.
- Ensure necessary regulatory requirements related to service are adhered to.
- Improve the overall experience of complaint capturing/handling within the business.
Qualifications, Skills, and Experience
- Holder of a Bachelor’s Degree in Banking, Economics, Commerce, Business Administration, Finance, ICT, Marketing, or equivalent qualifications from recognized institutions.
- Must have at least six (6) years of working experience in the banking industry or financial institutions, including at least two years’ experience in a call center.
- An instinctive inclination and orientation towards service.
- Good interpersonal and networking skills, with the ability to influence and guide strategy at senior levels.
- Proven coaching and development skills.
- Communication and presentation skills, both written and oral.
- A good understanding of the various functions in the bank, e.g., Retail, Corporate, Operations, and IT.
- Experience in a large international bank or investment bank.
- Training delivery and facilitation, including questioning techniques.
Personal Attributes and Behavioral Competencies
- Ability to demonstrate Tanzania Commercial Bank core values.
- Ability to prioritize work and meet deadlines.
- Ability to implement projects/programmes according to set objectives and timelines across a wide business platform.
- Has sound judgment, common sense, and good humor.
- Strong leadership and people management skills.
- Very strong business acumen, with the ability to grow business.
- Ability to build effective relationships with all stakeholders.
- Self-driven with a results-oriented mindset.
The Head of Customer Service will report directly to the Chief Operating Officer (COO). This role is responsible for: Working with the COO for planning and executing the organization’s 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. Driving 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. Motivating and inspiring staff to improve service levels through implementation of service initiatives and ongoing coaching. Analyzing complaints and driving the implementation of the necessary service/process improvements. Key Responsibilities 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. Champion 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. Identify systems and processes that create barriers to serving customers and improve/eliminate these to create value for customers. Champion the customer service department, assessing and managing the customer service team to continually improve processes and outcomes. Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives. Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process. Create 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. Proactively implement the customer strategy and TCB-wide customer initiatives to gain staff commitment to serve customers well. Champion the customer throughout the bank, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement. Conduct customer research and analyze feedback as part of the service/process improvement. Ensure necessary regulatory requirements related to service are adhered to. Improve the overall experience of complaint capturing/handling within the business.
Ability to demonstrate Tanzania Commercial Bank core values. Ability to prioritize work and meet deadlines. Ability to implement projects/programmes according to set objectives and timelines across a wide business platform. Has sound judgment, common sense, and good humor. Strong leadership and people management skills. Very strong business acumen, with the ability to grow business. Ability to build effective relationships with all stakeholders. Self-driven with a results-oriented mindset.
Holder of a Bachelor’s Degree in Banking, Economics, Commerce, Business Administration, Finance, ICT, Marketing, or equivalent qualifications from recognized institutions. Must have at least six (6) years of working experience in the banking industry or financial institutions, including at least two years’ experience in a call center. An instinctive inclination and orientation towards service. Good interpersonal and networking skills, with the ability to influence and guide strategy at senior levels. Proven coaching and development skills. Communication and presentation skills, both written and oral. A good understanding of the various functions in the bank, e.g., Retail, Corporate, Operations, and IT. Experience in a large international bank or investment bank. Training delivery and facilitation, including questioning techniques.
JOB-683a24149be1b
Vacancy title:
Head of Customer Service
[Type: FULL_TIME, Industry: Banking, Category: Customer Service]
Jobs at:
Tanzania Commercial Bank
Deadline of this Job:
Wednesday, June 11 2025
Duty Station:
Dar es Salaam | Dar es Salaam | Tanzania
Summary
Date Posted: Friday, May 30 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Position Objective
The Head of Customer Service will report directly to the Chief Operating Officer (COO). This role is responsible for:
- Working with the COO for planning and executing the organization’s 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.
- Driving 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.
- Motivating and inspiring staff to improve service levels through implementation of service initiatives and ongoing coaching.
- Analyzing complaints and driving the implementation of the necessary service/process improvements.
Key Responsibilities
- 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.
- Champion 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.
- Identify systems and processes that create barriers to serving customers and improve/eliminate these to create value for customers.
- Champion the customer service department, assessing and managing the customer service team to continually improve processes and outcomes.
- Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
- Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process.
- Create 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.
- Proactively implement the customer strategy and TCB-wide customer initiatives to gain staff commitment to serve customers well.
- Champion the customer throughout the bank, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement.
- Conduct customer research and analyze feedback as part of the service/process improvement.
- Ensure necessary regulatory requirements related to service are adhered to.
- Improve the overall experience of complaint capturing/handling within the business.
Qualifications, Skills, and Experience
- Holder of a Bachelor’s Degree in Banking, Economics, Commerce, Business Administration, Finance, ICT, Marketing, or equivalent qualifications from recognized institutions.
- Must have at least six (6) years of working experience in the banking industry or financial institutions, including at least two years’ experience in a call center.
- An instinctive inclination and orientation towards service.
- Good interpersonal and networking skills, with the ability to influence and guide strategy at senior levels.
- Proven coaching and development skills.
- Communication and presentation skills, both written and oral.
- A good understanding of the various functions in the bank, e.g., Retail, Corporate, Operations, and IT.
- Experience in a large international bank or investment bank.
- Training delivery and facilitation, including questioning techniques.
Personal Attributes and Behavioral Competencies
- Ability to demonstrate Tanzania Commercial Bank core values.
- Ability to prioritize work and meet deadlines.
- Ability to implement projects/programmes according to set objectives and timelines across a wide business platform.
- Has sound judgment, common sense, and good humor.
- Strong leadership and people management skills.
- Very strong business acumen, with the ability to grow business.
- Ability to build effective relationships with all stakeholders.
- Self-driven with a results-oriented mindset.
Work Hours: 8
Experience in Months: 72
Level of Education: bachelor degree
Job application procedure
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