Absa Bank Tanzania
Customer Experience Executive
Job Description
Absa Bank Tanzania is committed to empowering Africa’s tomorrow by providing innovative financial solutions and exceptional customer experiences. As one of the leading financial institutions in the region, the bank continues to strengthen its customer-centric approach through operational excellence, service innovation, and strong risk management practices across its branch network.
To support branch growth and customer satisfaction, Absa Bank Tanzania is seeking a highly motivated Customer Experience Executive to join its Mwanza Branch. The successful candidate will be responsible for enhancing customer service delivery, supporting branch operations, driving sales performance, managing customer relationships, and ensuring compliance with operational and regulatory standards.
Responsibilities:
- Build and maintain strong relationships with existing and prospective customers
- Identify customer needs and recommend appropriate banking products and services
- Cross-sell bank products and services to achieve assigned sales targets
- Deliver excellent customer service in accordance with established service standards
- Complete branch administration and customer documentation accurately
- Assist customers in completing banking forms and account-related documentation
- Refer customers to relevant product and segment specialists when necessary
- Support branch marketing campaigns and promotional activities
- Handle customer inquiries and complaints within the banking hall
- Participate in community engagement initiatives to strengthen branch visibility and customer relationships
- Monitor banking hall appearance, cleanliness, and merchandising standards
- Track and report performance against assigned sales and service targets
- Ensure customer onboarding procedures are properly completed
- Open and maintain customer accounts in accordance with bank policies
- Process loan applications and supporting documentation
- Manage customer requests including cheque book orders, ATM card issuance, and PIN distribution as authorized
- Manage customer complaints through the Branch Maker (Sybrin) system
- Maintain branch performance statistics and service reports
- Conduct complaint trend analysis and implement corrective action plans
- Ensure customer service equipment remains functional and operational
- Manage banking hall operations to improve customer flow and service efficiency
- Coordinate with Operations, KYC Helpdesk, and other internal departments
- Monitor service delivery performance through the Q-Matic system
- Ensure customer service points are adequately staffed
- Perform systems administration and user maintenance activities
- Evaluate outsourced service providers including cleaning, courier, and other support services
- Provide operational support to the Branch Operations Manager and Team Leader
- Share knowledge, best practices, and operational improvements with colleagues
- Support branch leadership during operational crises and business continuity situations
- Review branch risk and compliance profiles regularly
- Ensure adherence to Absa policies, procedures, and regulatory requirements
- Complete all mandatory compliance training within required timelines
- Champion customer service excellence and operational efficiency across the branch
Qualification Required:
- Strong people management and leadership skills
- Excellent communication, presentation, and interpersonal abilities
- Sound business management and performance management skills
- Strong planning, organizational, and resource management capabilities
- Computer literacy and proficiency in Microsoft Office applications
- Knowledge of banking systems such as Brains and WinFos
- Understanding of retail banking operations and branch management practices
- Knowledge of risk management policies, operational controls, and compliance requirements
- Understanding of organizational structures, business functions, and human resource procedures
- Experience in operations management within a banking environment
- Cash management experience and knowledge of branch operational processes
- Strong decision-making and problem-solving skills
- High level of honesty, integrity, and professionalism
- Customer-focused mindset with a passion for service excellence
- Ability to work collaboratively within a team environment
- Commitment to continuous personal and professional development
How to Apply:
Interested candidates should submit their applications online through the Absa Careers Portal.
Application Deadline: 26 June 2026.
Only shortlisted candidates will be contacted.
This position offers an excellent opportunity for a customer-focused banking professional to contribute to branch performance, operational excellence, and customer satisfaction while building a rewarding career within one of Africa’s leading financial institutions.