Vacancy title:
Growth and Retention Officer

[Type: FULL_TIME, Industry: Banking, Category: Management]

Jobs at:
NCBA Bank

Deadline of this Job:
Friday, July 25 2025

Duty Station:
Dar es Salaam | Dar es Salaam | Tanzania

Summary
Date Posted: Tuesday, July 15 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Key Accountabilities (Duties and Responsibilities)

Strategy & Financial (60%)

• Grow revenue through the activation of customers and drive adoption of digital assets and liabilities, products, and services.
• Customer engagement to ensure compliance with BOT guidelines on KYC compliance and consumer protection.
• Conduct market intelligence and competitive analysis to monitor and constantly give feedback to management for decision-making.
• Continuous identification of customer needs not being met by existing products and the implementation of new products and services.
• Establish a good rapport with partners through regular relationship visits to monitor business progress.
• Business growth through credit by ensuring customers draw down on the different credit propositions on the product while maintaining credit risk mitigation measures.
• Support the loan recovery process for the customers falling in arrears as per stipulated guidelines.
• Manage NPLs to guarantee a clean book.
• Portfolio management to drive the achievement of the defined business targets, to ensure the growth and profitability of the business.
• Identify and intervene in opportunities for revenue loss from customer attrition.
• Collation and submission of quality data/reports promptly or as may be required.

Internal Business Processes (10%)

• 100% compliance with policies, processes, and procedures.
• Customer account maintenance, including management of dormant accounts.
• Customer records are updated as per KYC guidelines.

Customer Experience (25%)

• Manage customer queries, complaints, and other correspondence promptly and within set standards for customer satisfaction.
• Work closely with the appraisal team to structure customer deals and offer the best solutions to the clients.
• Management of customer engagement through CVM and PMP as per approved guidelines and strategies.
• Management of customer relationships with high net worth deposits.
• Monitor customer churn rate and apply the recovery process based on the customer engagement, needs, and within regulations.
• Ensure NCBA values are observed at all times.
• Build long-term relationships with customers to maximize Customer Lifetime Value (CLV).

Learning and Growth (5%)

• Ensure classroom and E-Learning hours are achieved for self.
• Flexibility and ability to sit in for the Commercial Manager and run the business.
• Effective leave management.

Job Dimensions

Reporting Relationships

• Direct Reports: N/A
• Indirect Reports: Outbound contact centre team

Stakeholder Management
Internal:

• Head, Digital Business
• In-country: Product Operations Lead, Collections & Recovery Lead
• Group: Business Reporting Lead & Finance, Strategy Lead, Data Science Lead, Product Development Lead, Risk Lead, Operations Lead

External:

• Customers
• Strategic Ecosystem Partners
• Suppliers
• Regulators
• External Auditors

Decision Making Authority / Mandates / Constraints

• N/A

Work Cycle and Impact

• Short-term: 6-12 months

Ideal Job Specifications

Academic:

• A Bachelor’s degree in Business or a related field.

Professional:

• CPA or ACCA will be an added advantage.
• Credit-related course will be an added advantage.

Desired Work Experience:

• At least 2 years of banking experience in a sales role with exposure to customer service.
• Broad understanding of digital financial services, market trends, and key FinTech players.

Ideal Job Competencies

Technical Competencies

• Knowledge of Banking and Business Operations: Well-rounded knowledge of ALL the Bank’s operations and processes, and excellent knowledge of Bank policies and procedures.
• Credit Skills: Good knowledge of personal and business credit underwriting and portfolio management.
• Risk Management: Ability to quickly grasp and understand systems and keen to detail.
• Technology Skills: Computer literacy.
• Compliance and Regulatory Framework: Top-notch understanding of the regulatory issues, reporting, and operational requirements as provided by CBK, KRA, KIB, etc.

Behavioural Competencies

• Communication & Interpersonal Skills: Ability to build rapport easily with customers, have well-developed oral and report-writing skills, and can work with teams.
• Personal Ethics: Must be honest, fair, just, but firm with self, and of high integrity.
• Self-Driven & Motivated: Must be able to work without close supervision.
• Negotiation Skills: Must be a good negotiator, particularly in changing behaviour and work practices, but always Win/Win.

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

Job application procedure

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