Background information about the job or company (e.g., role context, company overview)

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 supervise daily branch operations, ensure compliance with policies and procedures, support staff performance, and drive customer centricity, maintaining operational efficiency and control.

Qualifications or requirements (e.g., education, skills)

• Bachelor’s degree in Banking, Finance, Business Administration, or a related field.
• Additional professional qualification in Banking or Financial Services is an added advantage.
• Postgraduate Diploma or MBA will be an added advantage.

Experience needed

Minimum of 2–3 years of experience in a banking operations environment, preferably in a supervisory or senior officer role.

Knowledge, Skills, and Key Competencies

• Strong knowledge of banking operations and regulatory requirements.
• Customer-centric mindset with proven ability to deliver excellent service.
• Good leadership and supervisory skills with the ability to coach and motivate teams.
• Effective communication, negotiation, and conflict-resolution skills.
• Strong analytical, problem-solving, and decision-making abilities.
• High level of integrity, professionalism, and accountability.
• Well-organized, self-driven, and results-oriented.

• Supervise daily branch operations to ensure transactions are processed accurately, efficiently, and in line with approved procedures while maintaining a customer-centric approach.
• Monitor staff attendance, allocate duties, and provide day-to-day guidance to ensure smooth workflow, high productivity, and positive customer experience.
• Ensure full compliance with internal policies, banking regulations, KYC, and AML requirements while safeguarding customer interests.
• Review, verify, and authorize transactions within assigned limits to minimize operational risk and protect customers from errors or losses.
• Promote a customer-centric culture by ensuring high service standards and promptly resolving customer complaints and queries.
• Provide on-the-job coaching and performance support to branch staff with emphasis on service excellence and customer satisfaction.
• Identify, report, and escalate operational issues, incidents, or suspected fraud in a timely manner to protect both the institution and its customers.
• Prepare and submit accurate operational, compliance, and service-quality reports to support informed decision-making.
• Support internal and external audits by ensuring proper documentation, corrective actions, and continuous improvement in customer service processes.
• Enforce discipline, professionalism, and adherence to workplace safety and security procedures while upholding customer trust and confidentiality.
• Regularly coach and mentor the branch team, monitor the performance of the operations team according to agreed-upon KPIs.

• Strong knowledge of banking operations and regulatory requirements.
• Customer-centric mindset with proven ability to deliver excellent service.
• Good leadership and supervisory skills with the ability to coach and motivate teams.
• Effective communication, negotiation, and conflict-resolution skills.
• Strong analytical, problem-solving, and decision-making abilities.
• High level of integrity, professionalism, and accountability.
• Well-organized, self-driven, and results-oriented.

• Bachelor’s degree in Banking, Finance, Business Administration, or a related field.
• Additional professional qualification in Banking or Financial Services is an added advantage.
• Postgraduate Diploma or MBA will be an added advantage.