Assistant Manager – Service Delivery & Support at Exim Bank Tanzania

Job Opportunity: Assistant Manager – Service Delivery & Support at Exim Bank Tanzania

Assistant Manager – Service Delivery & Support at Exim Bank Tanzania

Position: Assistant Manager – Service Delivery & Support
Location: Dar es Salaam, Tanzania
Employment Type: Full Time
Application Deadline: December 22, 2023

Overview: Exim Bank Tanzania, a prominent commercial bank in Tanzania, is seeking a dynamic individual to join their team as an Assistant Manager in the Service Delivery & Support department. The successful candidate will play a crucial role in supporting merchants on the PoS Platform and future products related to merchants, such as QR Code and E-Commerce.

Key Responsibilities:

1. Deliver PoS to merchants with associated training to respective teams assigned by the merchant.
2. Provide comprehensive card acceptance training to existing customers/merchants, ensuring their new teams are well-informed.
3. Offer after-sales support to customers, addressing queries from various channels within specified SLA.
4. Distribute consumables to customers/merchants and branches.
5. Enhance service levels to merchants with a customer-oriented approach during and after working hours.
6. Monitor merchants through MIS reports, taking actions on dormant or low-volume accounts.
7. Develop partnerships and campaigns with merchants to grow revenues and brand visibility.
8. Ensure the PoS platform and terminals are updated, and customers are informed about downtimes and service restoration.
9. Collect POS slips from merchants for suspicious, unsettled, refunds, and assist in processing.
10. Establish key relationships, provide excellent services, and strengthen merchant relationships to secure larger business.

Team Management:

• Provide operational and technical leadership to your team and branches in your territories.
• Monitor the team’s performance through assigned KPIs on a weekly, monthly, and quarterly basis.
• Collaborate closely with Relationship Managers, Head of Corporate Investment Banking, and/or Branch Heads for events and promotions.

Reporting:

• Prepare reports on profitability, portfolio analysis summary, and weekly customer visits.
• Maintain records of POS, SIM cards, and all updates.

Qualifications/Experience/Skills:

• University Degree preferred in Banking/Business Management/Marketing.
• Minimum 3 years of experience in Merchant Acquiring in other Banks or Credit Cards.
• Ability to represent the bank professionally towards merchants.
• Strong ability to enhance customer support using various tools and resources.
• Proven ability to manage a team and coordinate with colleagues for team success.

How to Apply: Interested candidates should send their CV along with academic certificates to hrrecruit@eximbank.co.tz with the subject line “JOB APPLICATION: Assistant Manager – Service Delivery & Support” by the deadline of December 22, 2023. Please note that only shortlisted candidates will be contacted.

Join Exim Bank Tanzania and contribute to the success of a leading commercial bank in the region.