Head of Customer Service at TCB Bank Plc May 2025 – Jobs in Tanzania

Tanzania Commercial Bank is a bank that provides competitive financial
services to our customers and creates value for our stakeholders through
innovative products with a vision “to be the leading bank in Tanzania
in the provision of affordable, accessible and convenient financial
services”. As part of organizational development and management of its
human capital in an effective way, Tanzania Commercial Bank commits
itself towards attaining, retaining and developing the highly capable
and qualified workforce for Tanzania Commercial Bank betterment and the
nation at large.

Job Vacancy: Head of Customer Service 
Position Overview 

• Position: Head of Customer Service
• Department: Operations
• Section: Customer Service
• Reports to: Chief Operating Officer
• Location: Dar es Salaam
• Vacancy: 1 Position

Position Objective 
The Head of Customer Service will report directly to the Chief Operating Officer (COO). This role is responsible for:

• Working with the COO for planning and executing the organization’s
  overall customer experience goals. This includes liaising with other
  department heads to ensure all other teams contribute equally to
  providing customers a seamless experience across touchpoints.
• Driving
  the customer agenda, understanding customer insights, and disrupting
  current operating models through innovation across segments and
  supporting functions with the assistance of the Chief Operating Officer.
• Motivating and inspiring staff to improve service levels through implementation of service initiatives and ongoing coaching.
• Analyzing complaints and driving the implementation of the necessary service/process improvements.

Key Responsibilities 

• Ensure
  that the customer service team works in collaboration with all other
  business functions, consistently delivering great end-to-end customer
  experience across stages, channels, and touchpoints in the customer
  journey.
• Champion and promote the delivery of an excellent and
  consistent customer service and sales experience for customers by
  motivating and inspiring teams across the business, both customer-facing
  and support functions.
• Identify systems and processes that
  create barriers to serving customers and improve/eliminate these to
  create value for customers.
• Champion the customer service
  department, assessing and managing the customer service team to
  continually improve processes and outcomes.
• Provide ongoing
  feedback on customer service to all levels within the business, ensuring
  an integrated country effort around service initiatives.
• Interact
  at executive/senior management level, proactively advocating for
  solutions and managing the customer escalation process.
• Create
  and implement an analytics strategy for best-in-class service delivery,
  leveraging existing and additional relevant technologies for reporting
  and analytics across customer service and other customer-facing
  functions/channels.
• Proactively implement the customer strategy and TCB-wide customer initiatives to gain staff commitment to serve customers well.
• Champion
  the customer throughout the bank, balancing customer needs with
  business requirements and presenting a compelling case for internal
  change and improvement.
• Conduct customer research and analyze feedback as part of the service/process improvement.
• Ensure necessary regulatory requirements related to service are adhered to.
• Improve the overall experience of complaint capturing/handling within the business.

Read Also:

Qualifications, Skills, and Experience 

• Holder
  of a Bachelor’s Degree in Banking, Economics, Commerce, Business
  Administration, Finance, ICT, Marketing, or equivalent qualifications
  from recognized institutions.
• Must have at least six (6) years
  of working experience in the banking industry or financial institutions,
  including at least two years’ experience in a call center.
• An instinctive inclination and orientation towards service.
• Good interpersonal and networking skills, with the ability to influence and guide strategy at senior levels.
• Proven coaching and development skills.
• Communication and presentation skills, both written and oral.
• A good understanding of the various functions in the bank, e.g., Retail, Corporate, Operations, and IT.
• Experience in a large international bank or investment bank.
• Training delivery and facilitation, including questioning techniques.

Personal Attributes and Behavioral Competencies 

• Ability to demonstrate Tanzania Commercial Bank core values.
• Ability to prioritize work and meet deadlines.
• Ability to implement projects/programmes according to set objectives and timelines across a wide business platform.
• Has sound judgment, common sense, and good humor.
• Strong leadership and people management skills.
• Very strong business acumen, with the ability to grow business.
• Ability to build effective relationships with all stakeholders.
• Self-driven with a results-oriented mindset.

Application Process 
The
position will attract competitive salary packages and benefits.
Applicants are invited to submit their resume via the following link: https://www.tcbbank.co.tz/careers.
Applications via other methods will not be considered. Applicants need
to fill in their personal information, academic certificates, work
experiences, and application letter. Other credentials will be submitted
during the interview for authentic check and administrative measures.

Tanzania
Commercial Bank has a strong commitment to environmental, health, and
safety management. Late applications will not be considered. Shortlisted
candidates may be subjected to any of the following: a security
clearance, a competency assessment, and a physical capability
assessment.
Deadline of the Application: 11th June, 2025 
How to Apply: 
This is Full-time Job, To submit your application, please follow the link provided below.