Vacancy title:
Head of Support – Core Banking and Alternate Banking Channels

[Type: FULL_TIME, Industry: Professional Services, Category: Accounting & Finance]

Jobs at:
Craft Silicon

Deadline of this Job:
Tuesday, September 2 2025

Duty Station:
Tanzania | Dar es Salaam | Tanzania

Summary
Date Posted: Wednesday, August 27 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Craft Silicon is seeking a Head of Support for Core Banking and Alternate Banking Channels. This is a senior leadership role responsible for managing the support and implementation team, overseeing client relationships, handling escalations, and ensuring operational excellence. The position requires a Bachelor’s degree (Master’s preferred) and a minimum of 8 years of experience in technical support or client-facing roles, with at least 3 years in a senior leadership capacity. The ideal candidate should have strong knowledge of fintech solutions and a proven track record of managing client escalations and leading technical teams.

Key Responsibilities

• Leadership & Team Management: Lead the support team to deliver high-quality service, monitor performance metrics, and promote a culture of continuous improvement.
• Client Relationship Management: Serve as a senior point of escalation for clients in Tanzania, build strong relationships with financial institutions, and deliver client training.
• Product Implementation: Oversee the installation, configuration, and deployment of Core Banking and ABC-related solutions, ensuring smooth project timelines and client sign-offs.
• Technical Expertise: Provide oversight on troubleshooting complex technical issues, guide the team through testing and go-live processes, and ensure proper documentation.
• Operational Excellence: Manage day-to-day support operations to ensure quick turnaround of service requests and align support with client requirements.
• Cross-functional Collaboration: Partner with other teams like product and development to optimize system performance and contribute to strategic decisions.
• On-Site Support & Travel: Travel to client sites when necessary to support high-priority implementations or escalated issues.

Required Qualifications & Experience

• Bachelor’s degree in Computer Science, IT, Business, or a related field.
• Minimum of 8 years of experience in technical support, implementation, or a client-facing role, with at least 3 years in a senior leadership position.
• Strong knowledge of fintech solutions, including Core Banking Systems, Agency Banking, Mobile & Internet Banking, Digital Lending, and Payments.
• Excellent interpersonal, communication, and problem-solving skills.
• Proven ability to manage client escalations and lead diverse technical teams.

Work Hours: 8

Experience in Months: 96

Level of Education: bachelor degree

Job application procedure

Send CV to: vicent.sekei@craftsilicon.co.tz & diya.sinai@craftsilicon.co.tz.

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