Customer Experience Executive - Morogoro

Customer Experience Executive - MorogoroApply locations Morogoro Branch - ABT
time type Full time
posted on Posted 3 Days Ago
time left to apply End Date: December 11, 2024 (2 days left to apply)
job requisition id R-15970116
Empowering Africa's tomorrow, together…one story at a time.With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary Provide specialist advise and support for day-to-day work, in order to execute predefined objectives as per agreed standard operating procedures (SOPs).
Job Description Main accountabilities Sales: 20% Building relationships with existing customers in order to pro-actively anticipate and address future customer needs and identify sales opportunities.Cross-sell appropriate customer needs related products face to faceUndertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standardsComplete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.Assist customers in completion of Bank stationary, forms etc.Introduce customers to appropriate product/segment specialistsUndertake in-branch marketing, special campaigns, promotions etcDeal with handling complaints in the Banking HallSupport the Branch Manager in undertaking community engagement activities to build Absa' business profile in the local market.Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness etc.Works to achieve sales and service targetsMaintain statistics and monitor progress of target reportingEnsure customer on boarding process is adhered to as per the procedure.Delivering an individual assigned financial target on local businessAccount Opening, Account Maintenance, Loan Processing, Cheque book ordering, customer complaints – Branch Maker (Sybrin)Issuing of ATM Card Pins or cards as advised by the Branch Manager Business Management 5% Maintain statistics and monitor progress of target reporting.Customer service: 60% Where customers request to deal directly with the branch manager, the branch manager takes ownership of the query/complaint resolution process.Conduct monthly query and complaint trend analysis and create action plans to prevent recurring issues.Ensure all customer contact points in the branch, including equipment (PC's, printers, notes counters, etc.) are of the highest service standard.Through effective banking hall management ensure that customers are directed to the most appropriate service delivery channel to meet their need e.g. cashiers, drop boxes etc.Manage remote and manual authorizations, by assigning responsibility for authorizers, and personally authorizing such transactions, to ensure efficient counter service.Interact regularly with internal service providers (e.g. Operations, KYC Helpdesk) to ensure fast and efficient service to customers.Monitor customer service through Q- matic ensuring that cashiers, personal bankers and enquiries service points are manned at all times.Administration: 5% Systems administration (user maintenance)Provide feedback on the performance or service delivery of external service providers (such as courier service, cleaning service etc.) to the area manager and head office sourcing, to assist them with future contracts.Contribution to the team 10% Provide cover for Branch Operations Manager/ Branch Operations Team Leader.Provide honest, direct and constructive feedback to others.Deputize for Branch Ops manager/Team leader if required.Share knowledge experience and best practice with team members and other branch managers.Risk and Control Objective In the event of major issues in the business unit, act as crisis coordinator and allocate tasks to the crisis teams.Review the risk and compliance profiles of the business unit on a regular basis and provide consultative support to the Managing Director on changes that are required to rebalance risk and reward where required.Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.Adhere to Absa's policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management.Keep up to date on all regulatory changes and have the ability to articulate the impact to the Business, be well informed on the industry thinking.All mandatory training completed to deadline.Technical skills/competencies People ManagementCommunication and PresentationBusiness ManagementPerformance ManagementResource ManagementCultural and Change ManagementPlanningPC SkillsKnowledge, Expertise and experiences Essential In-depth understanding of technical support systems e.g. Brains, WinfosUnderstanding of Absa Tanzania retail strategy, COO strategy, operating structure and interface with other functionsGood understanding of Risk policies and proceduresGood understanding of group structure and interfaces with other functionsDetailed understanding of people policies and proceduresFormal training required for branch managers:Resource managementBrand and Leadership DevelopmentPerformance ManagementTeam buildingDC&GRecruitment SkillsPD Team LeaderSales managementTime ManagementGraduate or relevant experience to compensateExcellent experience in operationsPeople ManagementDetailed knowledge of banks policies and proceduresCash ManagementKey issues over the next 12 – 24 months Champion branch Customer ServiceProvide cover to the Branch Operations Team Leader when requiredAdditional criteria qualities Passion for the branch performanceHonesty and integrityDecisivenessTake responsibility for personal developmentAbsa Values Absa Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:
TrustResourcefulStewardshipInclusiveCourageEducation Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
About UsAbsa Group Limited ("Absa Group") is listed on the Johannesburg Stock Exchange and is one of Africa's largest diversified financial services groups.
Absa Group offers an integrated set of products and services across personal and business banking, corporate and investment banking, wealth and investment management and insurance.
Absa Group owns majority stakes in banks in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania (Absa Bank Tanzania and National Bank of Commerce), Uganda and Zambia and has insurance operations in Botswana, Kenya, Mozambique, South Africa and Zambia. Absa also has representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.

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