NBC Tanzania
Tele Sales & Digital Support Manager
Job Description
NBC Tanzania is one of the country’s leading commercial banks, providing a comprehensive range of personal, business, corporate, and investment banking solutions. The bank is committed to delivering innovative financial services through digital transformation, customer-centric solutions, and operational excellence, enabling customers to access convenient and secure banking services across multiple channels.
NBC Tanzania is seeking a Tele Sales & Digital Support Manager to lead its telesales and digital support operations. The successful candidate will be responsible for driving customer acquisition, increasing digital banking adoption, enhancing customer experience, and improving operational efficiency through effective management of contact center operations, digital banking support, and high-performing sales teams.
Responsibilities
- Develop and implement telesales strategies aligned with the bank’s business objectives
- Drive customer acquisition through outbound and inbound sales campaigns
- Grow retail banking product sales and expand customer portfolios
- Manage telesales pipelines to achieve monthly and annual sales targets
- Promote and sell loans, deposit products, bank cards, digital banking products, and other retail banking solutions
- Monitor sales conversion rates and identify opportunities for continuous improvement
- Drive cross-selling and upselling initiatives across banking products and services
- Implement strategies to improve team productivity and sales performance
- Support digital loan onboarding activities and customer acquisition initiatives
- Oversee customer support for Mobile Banking, Internet Banking, Agency Banking, ATMs, Debit and Credit Cards, and USSD Banking services
- Drive customer onboarding and adoption of digital banking platforms
- Promote migration from branch-based transactions to self-service digital channels
- Support the rollout and adoption of new digital banking products and services
- Ensure timely resolution of failed transactions, login issues, service interruptions, and digital banking inquiries
- Monitor customer usage trends and recommend improvements to digital channel performance
- Promote financial literacy and customer awareness of digital banking services
- Collaborate with IT, Digital Banking, and Operations teams to improve system reliability and service availability
- Develop operational procedures, workflow controls, telesales scripts, and customer service standards
- Utilize dashboards and analytics tools to monitor productivity, sales performance, customer behavior, and service quality
- Manage workforce planning, scheduling, and efficient allocation of operational resources
- Identify automation opportunities and implement digitization initiatives that improve customer convenience, reduce operational costs, and increase service efficiency
- Lead, mentor, and manage telesales and digital support teams to achieve performance objectives
- Conduct performance reviews and provide coaching to improve customer engagement, objection handling, and digital banking support skills
- Deliver product knowledge training and customer service workshops for team members
- Foster a high-performance culture and support talent development and succession planning
- Work closely with Product, Operations, Marketing, Credit, IT, and Branch teams to deliver business initiatives and customer engagement programs
- Provide management with insights on sales performance, customer behavior, service trends, and business opportunities
- Engage with technology partners and vendors supporting digital banking and contact center operations
Qualifications Required
- Bachelor’s Degree in Banking, Finance, Business Administration, Marketing, Information Systems, or a related field
- Professional certification in Digital Banking, Customer Experience Management, Sales Management, or Contact Center Management is an added advantage
- Minimum of five (5) to seven (7) years of experience in banking operations, telesales, digital banking support, or contact center management
- Experience managing sales teams within a banking environment
- Experience leading customer support and contact center teams
- Proven experience driving digital banking adoption initiatives
- Experience in retail banking business development and customer acquisition
- Strong sales, negotiation, and relationship management skills
- Expertise in customer acquisition, retention, cross-selling, and upselling strategies
- Knowledge of revenue growth management and retail banking products
- Strong customer service management and complaint resolution skills
- Experience managing contact center operations and workforce planning
- Knowledge of service quality monitoring and performance management frameworks
- Strong commercial awareness and customer-focused mindset
- Excellent communication, leadership, and interpersonal skills
- Strong understanding of digital banking products, technologies, and customer engagement strategies
- Adaptability and openness to organizational and technological change
General Conditions
- Full-time position based in Dar es Salaam, Tanzania
- Successful candidate will lead the bank’s telesales and digital support functions while working closely with cross-functional teams across the organization
- Position requires strong leadership, customer relationship management, and digital banking expertise
- Candidate must demonstrate the ability to lead high-performing teams in a fast-paced banking environment
- Continuous improvement, innovation, and customer service excellence are key expectations of the role
- Competitive remuneration package will be offered based on qualifications and experience
- Application deadline: 08 July 2026
How to Apply
Interested candidates should submit their applications through the official NBC Careers portal before 08 July 2026.