Process Expert / Team Lead – Absa Bank, Tanzania
Job Overview
Absa Bank, a proudly African financial institution with over 100 years of history, is seeking a Process Expert / Team Lead to drive operational excellence in client onboarding, account maintenance, and loan booking processes. This role involves leading a team of process associates, ensuring compliance with procedures and policies, delivering high-quality customer service, and contributing to operational efficiency.
Job Details
- Job Title: Process Expert / Team Lead
- Location: Tanzania
- Job Type: Full-time
- Experience Required: Relevant experience in banking operations or client onboarding
Role Purpose
The role will lead a team of process associates, ensuring accurate execution of client onboarding processes, maintaining personal and business accounts, managing loan bookings, and supporting the Team Manager in daily operational management. The goal is to deliver world-class customer service while maintaining risk, compliance, and operational efficiency.
Key Responsibilities
Team Leadership & Performance
- Drive a diverse team towards pre-defined operational and customer service targets.
- Provide coaching, guidance, and training to team members to achieve maximum potential.
- Support team manager in performance management, workflow organization, and query resolution.
- Conduct performance reviews and assist in developing performance improvement plans.
Client Onboarding & Operations
- Act as a subject matter expert (SME) in personal and business account onboarding processes.
- Review and assess all account applications accurately and in line with procedures.
- Maintain up-to-date records of all transactions, including loans and account activities.
- Ensure adherence to quality control standards and international banking regulations.
- Provide solutions to queries and proactively identify process improvements.
Risk Management & Compliance
- Apply risk frameworks effectively and embed a positive risk culture in the team.
- Monitor and report suspected fraud incidents or operational risks.
- Conduct snap checks and other control activities to ensure process compliance.
- Maintain awareness of ABSA policies, data privacy, and operational risk requirements.
Operational Efficiency & Customer Service
- Manage daily operational activities to maximize efficiency and minimize costs.
- Drive customer satisfaction by ensuring timely processing and high-quality service delivery.
- Participate in knowledge sharing and provide cover for team leader when required.
- Support audit requirements and ensure adherence to operational rigor.
Reporting & Analysis
- Prepare and present reports on team performance, risk events, and customer service metrics.
- Collect and analyze customer feedback to enhance processes and service quality.
Technical Skills & Competencies
- Excellent attention to detail and numeracy skills.
- Strong communication and interpersonal skills.
- Operational awareness and knowledge of onboarding processes, fraud prevention, and data privacy.
- Proficient in PC skills including MS Office and keyboarding.
- Ability to problem-solve, make decisions, and work under pressure.
Preferred Experience
- Customer service experience in banking or financial services.
- Knowledge of product offerings and account management processes.
Education
- Further Education and Training Certificate (FETC) in Business, Commerce, or Management Studies (Required).
Absa Values
- Trust – Build confidence in all interactions
- Resourceful – Apply creativity and innovation to solve problems
- Stewardship – Responsible management of resources and people
- Inclusive – Promote diversity and equality
- Courage – Make bold and principled decisions
How to Apply
Qualified candidates are encouraged to apply to be part of Absa Bank’s growth journey and contribute to operational excellence and world-class customer service.
