Customer Experience Executive - Zanzibar
About the role
The Customer Experience Executive is responsible for driving exceptional branch operations and customer service through effective business management, leadership, team development and operational excellence. The role also supports branch controls, customer service, complaint resolution and the effective management of branch operations. Responsibilities: - Build relationships with existing customers to proactively anticipate and address future customer needs and identify sales opportunities. - Cross-sell appropriate products based on customer needs through face-to-face interactions. - Undertake customer servicing initiatives in accordance with established service standards. - Complete follow-up paperwork and administrative activities to ensure efficient and compliant branch operations. - Assist customers in completing bank stationery, forms and related documentation. - Introduce customers to appropriate product and segment specialists. - Participate in in-branch marketing activities, special campaigns and promotions. - Handle customer complaints within the banking hall. - Support the Branch Manager in community engagement activities to strengthen Absa’s business profile in the local market. - Review the banking hall’s appearance, displays, cleanliness and tidiness. - Work towards achieving sales and service targets. - Maintain statistics and monitor progress against targets. - Ensure that customer onboarding procedures are followed. - Deliver assigned financial targets for local business. - Handle account opening, account maintenance, loan processing, cheque book ordering and customer complaints through Branch Maker (Sybrin). - Issue ATM card PINs or cards as authorized by the Branch Manager. - Maintain statistics and monitor progress against target reports. - Take ownership of customer queries and complaints requiring branch management intervention and ensure appropriate resolution. - Conduct monthly analysis of customer queries and complaints and develop action plans to prevent recurring issues. - Ensure all customer contact points and branch equipment, including PCs, printers and note counters, meet required service standards. - Manage the banking hall effectively and direct customers to the most appropriate service delivery channels, such as cashiers and drop boxes. - Manage remote and manual authorizations by assigning responsibilities to authorized personnel and personally authorizing transactions where required. - Interact regularly with internal service providers, including Operations and the KYC Helpdesk, to ensure fast and efficient customer service. - Monitor customer service through Q-Matic to ensure that cashiers, personal bankers and enquiry service points are adequately staffed. - Carry out systems administration, including user maintenance. - Provide feedback on the performance and service delivery of external service providers, such as courier and cleaning service providers, to the Area Manager and Head Office Sourcing team. - Provide cover for the Branch Operations Manager or Branch Operations Team Leader. - Provide honest, direct and 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 issues within the business unit and allocate responsibilities to crisis response teams. - Regularly review the risk and compliance profile of the business unit and provide appropriate support regarding changes required to rebalance risk and reward. - Understand the employee’s role within end-to-end processes, including applicable risks and controls. - Adhere to Absa policies and procedures applicable to the role. - Demonstrate sound judgment and responsible risk management. - Keep up to date with regulatory changes and understand their impact on the business. - Complete all mandatory training within the required deadlines. How to apply: Interested and qualified candidates should submit their applications through the official Absa careers portal: https://absa.wd3.myworkdayjobs.com/en-US/ABSAcareersite/job/Zanzibar-Main-Branch---ABT/Customer-Experience-Executive---Zanzibar_R-15991417?q=Tanzania
Key requirements
- People management
- Communication and presentation skills
- Business management
- Performance management
- Resource management
- Cultural and change management
- Planning
- 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