Background

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

To lead and manage tele sales and digital support operations by driving customer acquisition, sales conversion, service excellence, and digital channel adoption. The role is responsible for optimizing customer engagement through contact center platforms, digital support channels, and proactive sales initiatives to achieve business growth, portfolio expansion, and enhanced customer experience.

Key Accountabilities

Accountability: Tele sales Strategy & Revenue Growth (30%)

• Develop and execute tele sales strategies aligned with business growth objectives.
• Drive acquisition of new customers and growth of retail banking products through outbound and inbound sales campaigns.
• Monitor sales conversion rates and implement initiatives to improve productivity and performance.
• Identify opportunities for cross-selling and upselling across customer segments.
• Manage tele sales pipelines and ensure achievement of monthly and annual sales targets.
• Coordinate targeted campaigns for loans, deposits, cards, digital products, and other banking solutions.
• Support digital loan onboarding

Accountability: Digital Support & Customer Experience (30%)

• Oversee customer support across mobile banking app, internet banking, agency banking, ATM, cards, and USSD channels.
• Drive onboarding and activation of customers onto digital banking platforms.
• Improve digital adoption and migration from branch transactions to self-service channels.
• Ensure prompt resolution of customer issues related to digital banking access, failed transactions, login issues, and service disruptions.
• Monitor digital channel performance and customer usage trends to improve customer experience.
• Support rollout and adoption of new digital products and functionalities.
• Work closely with IT and digital teams to resolve system-related issues and improve service uptime.
• Promote financial literacy and customer awareness on digital banking service

Accountability: Operational Efficiency & Process Improvement (20%)

• Develop and implement operational procedures, scripts, and workflow controls for telesales and support operations.
• Monitor operational performance and implement continuous improvement initiatives.
• Utilize data analytics and dashboards to monitor productivity, customer trends, and sales performance.
• Ensure efficient workforce planning, scheduling, and resource utilization.
• Identify automation opportunities to improve customer engagement and operational efficiency.
• Drive digitization initiatives to enhance customer convenience and reduce operational costs.

Accountability: Team Leadership & Capability Development (10%)

• Lead, coach, and develop telesales and digital support teams to achieve high performance.
• Set clear performance objectives and conduct regular performance reviews.
• Build a high-performance, customer-centric, and sales-driven culture.
• Conduct regular product knowledge and customer service training sessions.
• Mentor staff on customer engagement, objection handling, and digital banking support.
• Drive employee engagement and succession planning within the unit

Accountability: Stakeholder Management & Collaboration (10%)

• Collaborate with product, operations, marketing, credit, IT, and branch teams to drive business initiatives.
• Support implementation of campaigns, product launches, and customer engagement programs.
• Provide management reports and business insights on sales performance, customer behavior, and service trends.
• Engage with external vendors and technology partners supporting contact center and digital banking operations.

Education and Experience Required

• Bachelor’s degree in Banking, Finance, Business Administration, Marketing, Information Systems, or related field.
• Professional certifications in digital banking, customer experience, sales, or contact center management are an added advantage.
• Minimum of 5–7 years’ experience in banking operations, telesales, digital banking support, or contact center management.
• Strong understanding of retail banking products, lending, and digital financial services.
• Proven experience in managing sales and customer support teams within a banking environment.

Knowledge & Skills:

• Retail banking and digital banking knowledge
• Lending and liability product knowledge
• Strong sales and negotiation skills
• Customer experience management
• Contact center operations management

Competencies:

• Excellent communication and stakeholder management
• Problem-solving and decision-making ability
• Performance management and coaching capability

Qualifications

• Bachelors Degree and Professional Qualifications – Business, Commerce and Management Studies, Commercial mindset – Junior (Meets all of the requirements), Customer Excellence – Service Delivery (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Effective communication – Basic (Meets all of the requirements), Experience in a similar environment at junior specialist level, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets all of the requirements), Sales Management (Meets all of the requirements)

• Develop and execute tele sales strategies aligned with business growth objectives.
• Drive acquisition of new customers and growth of retail banking products through outbound and inbound sales campaigns.
• Monitor sales conversion rates and implement initiatives to improve productivity and performance.
• Identify opportunities for cross-selling and upselling across customer segments.
• Manage tele sales pipelines and ensure achievement of monthly and annual sales targets.
• Coordinate targeted campaigns for loans, deposits, cards, digital products, and other banking solutions.
• Support digital loan onboarding
• Oversee customer support across mobile banking app, internet banking, agency banking, ATM, cards, and USSD channels.
• Drive onboarding and activation of customers onto digital banking platforms.
• Improve digital adoption and migration from branch transactions to self-service channels.
• Ensure prompt resolution of customer issues related to digital banking access, failed transactions, login issues, and service disruptions.
• Monitor digital channel performance and customer usage trends to improve customer experience.
• Support rollout and adoption of new digital products and functionalities.
• Work closely with IT and digital teams to resolve system-related issues and improve service uptime.
• Promote financial literacy and customer awareness on digital banking service
• Develop and implement operational procedures, scripts, and workflow controls for telesales and support operations.
• Monitor operational performance and implement continuous improvement initiatives.
• Utilize data analytics and dashboards to monitor productivity, customer trends, and sales performance.
• Ensure efficient workforce planning, scheduling, and resource utilization.
• Identify automation opportunities to improve customer engagement and operational efficiency.
• Drive digitization initiatives to enhance customer convenience and reduce operational costs.
• Lead, coach, and develop telesales and digital support teams to achieve high performance.
• Set clear performance objectives and conduct regular performance reviews.
• Build a high-performance, customer-centric, and sales-driven culture.
• Conduct regular product knowledge and customer service training sessions.
• Mentor staff on customer engagement, objection handling, and digital banking support.
• Drive employee engagement and succession planning within the unit
• Collaborate with product, operations, marketing, credit, IT, and branch teams to drive business initiatives.
• Support implementation of campaigns, product launches, and customer engagement programs.
• Provide management reports and business insights on sales performance, customer behavior, and service trends.
• Engage with external vendors and technology partners supporting contact center and digital banking operations.

• Retail banking and digital banking knowledge
• Lending and liability product knowledge
• Strong sales and negotiation skills
• Customer experience management
• Contact center operations management
• Excellent communication and stakeholder management
• Problem-solving and decision-making ability
• Performance management and coaching capability

• Bachelor’s degree in Banking, Finance, Business Administration, Marketing, Information Systems, or related field.
• Professional certifications in digital banking, customer experience, sales, or contact center management are an added advantage.
• Minimum of 5–7 years’ experience in banking operations, telesales, digital banking support, or contact center management.
• Strong understanding of retail banking products, lending, and digital financial services.
• Proven experience in managing sales and customer support teams within a banking environment.
• Bachelors Degree and Professional Qualifications – Business, Commerce and Management Studies, Commercial mindset – Junior (Meets all of the requirements), Customer Excellence – Service Delivery (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Effective communication – Basic (Meets all of the requirements), Experience in a similar environment at junior specialist level, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets all of the requirements), Sales Management (Meets all of the requirements)