Customer Experience Executive – Zanzibar at Absa Bank Tanzania

Apply for the Customer Experience Executive – Zanzibar position at Absa Bank Tanzania. Find the responsibilities, requirements and application details for the 2026 vacancy.

Absa Bank Tanzania is inviting applications from qualified candidates for the position of Customer Experience Executive – Zanzibar. The role focuses on delivering excellent customer service while supporting effective branch operations, business performance, team development, compliance and operational excellence.

The successful candidate will work at the Zanzibar Main Branch and will be responsible for building customer relationships, identifying sales opportunities, resolving complaints and supporting the smooth running of branch activities. Applications are open until 15 October 2026.

Customer Experience Executive – Zanzibar

The Customer Experience Executive plays an important role in ensuring that customers receive efficient and professional service while the branch meets its operational, sales and service objectives.

Responsibilities include:

• Build strong relationships with existing customers, anticipate their needs and identify business opportunities.
• Cross-sell suitable banking products based on customer requirements.
• Provide customer services in line with established service standards.
• Complete required follow-up documentation and administrative activities.
• Assist customers with bank forms, stationery and related documentation.
• Connect customers with appropriate product and segment specialists.
• Participate in branch marketing campaigns, promotions and special activities.
• Handle customer complaints within the banking hall.
• Support the Branch Manager with community engagement activities.
• Maintain the appearance, cleanliness, displays and overall organization of the banking hall.
• Work towards achieving established sales and customer service targets.
• Maintain statistics and monitor progress against targets.
• Ensure customer onboarding procedures are properly followed.
• Deliver assigned financial targets for the local business.
• Handle account opening, account maintenance, loan processing, cheque book orders and customer complaints through Branch Maker (Sybrin).
• Issue ATM cards or PINs as authorized by the Branch Manager.
• Monitor customer queries and complaints requiring management intervention and ensure appropriate resolution.
• Analyse customer queries and complaints monthly and develop action plans to reduce recurring issues.
• Ensure customer contact points and branch equipment meet required service standards.
• Manage the banking hall and direct customers to appropriate service channels.
• Manage remote and manual authorizations in accordance with assigned responsibilities and authorization requirements.
• Work with internal service providers, including Operations and the KYC Helpdesk, to support efficient customer service.
• Monitor customer service through Q-Matic and ensure appropriate staffing of service points.
• Carry out systems administration, including user maintenance.
• Provide feedback on the performance of external service providers to the relevant management teams.
• Provide cover for the Branch Operations Manager or Branch Operations Team Leader when required.
• Provide constructive feedback to colleagues.
• Deputize for the Branch Operations Manager or Team Leader when required.
• Share knowledge, experience and best practices with team members and other branch managers.
• Act as a crisis coordinator during major business-unit issues and allocate responsibilities to crisis response teams.
• Review the risk and compliance profile of the business unit and support appropriate changes.
• Understand end-to-end processes, including applicable risks and controls.
• Follow Absa policies and procedures relevant to the role.
• Demonstrate sound judgment and responsible risk management.
• Keep informed about regulatory changes and their impact on the business.
• Complete mandatory training within the required deadlines.

Requirements include:

• People management skills.
• Strong communication and presentation skills.
• Business management skills.
• Performance management skills.
• Resource management knowledge.
• Cultural and change management skills.
• Planning skills.
• PC skills.
• In-depth understanding of technical support systems such as Brains and Winfos.
• Understanding of Absa Tanzania's retail strategy, COO strategy, operating structure and interfaces with other functions.
• Good understanding of risk policies and procedures.
• Good understanding of the Group structure and interfaces with other functions.
• Detailed knowledge of people policies and procedures.
• Knowledge of resource management.
• Knowledge of brand and leadership development.
• Performance management skills.
• Team-building skills.
• Knowledge of DC&G.
• Recruitment skills.
• PD Team Leader knowledge.
• Sales management skills.
• Time management skills.
• Relevant graduate qualification or equivalent relevant experience.
• Excellent experience in banking operations.
• People management experience.
• Detailed knowledge of banking policies and procedures.
• Cash management knowledge.
• Passion for branch performance.
• Honesty and integrity.
• Decisiveness.
• Commitment to personal development.

How to Apply

Interested and qualified candidates should submit their applications through the official Absa careers portal.

Application details:

• Position: Customer Experience Executive – Zanzibar
• Location: Zanzibar, Tanzania
• Employment type: Full-Time
• Deadline: 15 October 2026

Apply for the Customer Experience Executive – Zanzibar position at Absa Bank Tanzania

Candidates are encouraged to review the requirements carefully and ensure that their applications demonstrate relevant banking operations, customer service, people management and branch performance experience before submitting them.