{"id":1436,"date":"2026-05-24T10:12:07","date_gmt":"2026-05-24T10:12:07","guid":{"rendered":"https:\/\/mwanampotevu.co.tz\/?p=1436"},"modified":"2026-05-24T10:12:07","modified_gmt":"2026-05-24T10:12:07","slug":"customer-experience-executive-at-absa","status":"publish","type":"post","link":"https:\/\/mwanampotevu.co.tz\/index.php\/2026\/05\/24\/customer-experience-executive-at-absa\/","title":{"rendered":"Customer Experience Executive at Absa"},"content":{"rendered":"

Empowering Africa\u2019s tomorrow, together\u2026one story at a time.<\/b><\/h3>\n
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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.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

My Career Development Portal:\u00a0Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa.\u00a0You are possibility.<\/b><\/p>\n

Job Summary<\/b><\/u><\/p>\n

Absa Bank Tanzania is part of Absa Group Limited, an African financial services group that aims to be the pride of the continent through our purpose of \u2018Empowering Africa\u2019s tomorrow, together\u2026one story at a time\u2019. Absa Group Limited is listed on the JSE in South Africa and is one of Africa\u2019s largest diversified financial services groups with a presence in 10 countries across the continent with around 42, 000 employees.
\nAbsa Bank Tanzania Limited is one of the oldest banks in the country and among the first international bank to open its doors to Tanzania customers in 2000. The bank is committed to finding local solutions to uniquely local challenges and everything we do is focused on adding value. Absa Tanzania serves over 60,000 customers through a network of 15 branches and more than 60 ATMs ,providing a variety of banking products and services including saving, current and deposit accounts, commercial lending, unsecured lending, treasury, investments, card acquiring, card business, etc. In addition to this, Absa provides specialized services to its clients in services<\/p>\n

Job Purpose
\nTo drive and deliver exceptional operations business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigour excellence in branches with up to 25 staff members or branches with single customer categories<\/p>\n

\u2022 To ensure robustness of controls in branches by performing controls activities as required
\n\u2022 To provide branch Customer Service and resolve customer complaints
\n\u2022 Actively be part of and play a part in the TRANSFORM programme.<\/p>\n

Job Description<\/u><\/b><\/p>\n

Main accountabilities<\/b><\/p>\n

Sales: 20%<\/b><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Building relationships with existing customers in order to pro-actively anticipate and address future customer needs and identify sales opportunities.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Cross-sell appropriate customer needs related products face to face<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Undertake customer servicing initiatives\/requirements for face-to-face customers to pre-determined service standards<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Assist customers in completion of Bank stationary, forms etc.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Introduce customers to appropriate product\/segment specialists<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Undertake in-branch marketing, special campaigns, promotions etc<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Deal with handling complaints in the Banking Hall<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Support the Branch Manager in undertaking community engagement activities to build Absa\u2019 business profile in the local market.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Review merchandising \u2013 general Banking Hall appearance, displays, cleanliness, tidiness etc.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Works to achieve sales and service targets<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Maintain statistics and monitor progress of target reporting<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ensure customer on boarding process is adhered to as per the procedure.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Delivering an individual assigned financial target on local business<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Account Opening, Account Maintenance, Loan Processing, Cheque book ordering, customer complaints \u2013 Branch Maker (Sybrin)<\/p>\n

Issuing of ATM Card Pins or cards as advised by the Branch Manager<\/u><\/p>\n

Business Management 5%<\/b><\/p>\n

\u00a0<\/b>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Maintain statistics and monitor progress of target reporting.<\/p>\n

Customer service: 60%<\/b><\/p>\n

\u00b7\u00a0\u00a0 Where customers request to deal directly with the branch manager, the branch manager\u00a0\u00a0\u00a0\u00a0 takes ownership of the query\/complaint resolution process.<\/p>\n

\u00b7\u00a0\u00a0 Conduct monthly query and complaint trend analysis and create action plans to prevent recurring issues.<\/p>\n

\u00b7\u00a0\u00a0 Ensure all customer contact points in the branch, including equipment (PC\u2019s, printers, notes counters, etc.) are of the highest service standard.<\/p>\n

\u00b7\u00a0\u00a0 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.<\/p>\n

\u00b7\u00a0\u00a0 Manage remote and manual authorizations, by assigning responsibility for authorizers, and personally authorizing such transactions, to ensure efficient counter service.<\/p>\n

\u00b7\u00a0\u00a0 Interact regularly with internal service providers (e.g. Operations, KYC Helpdesk) to ensure fast and efficient service to customers.<\/p>\n

\u00b7\u00a0\u00a0 Monitor customer service through Q- matic ensuring that cashiers, personal bankers and enquiries service points are manned at all times.<\/p>\n

Administration: 5%<\/b><\/p>\n

\u00a0<\/b>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Systems administration (user maintenance<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 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.<\/p>\n

Contribution\u00a0 to\u00a0 the\u00a0 team 10%<\/b><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Provide cover for Branch Operations Manager\/ Branch Operations Team Leader.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Provide honest, direct and constructive feedback to others<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Deputize for Branch Ops manager\/Team leader if required.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Share knowledge experience and best practice with team members and other branch managers.<\/p>\n

Risk and Control Objective<\/b><\/p>\n

\u00a0<\/b>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 In the event of major issues in the business unit, act as crisis coordinator and allocate tasks to the crisis teams.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 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.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Adhere to Absa\u2019s policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 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.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 All mandatory training completed to deadline.<\/p>\n

Technical skills\/competencies<\/b><\/p>\n

\u00a0<\/b>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 People Management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Communication and Presentation<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Business Management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Performance Management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Resource Management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Cultural and Change Management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Planning<\/p>\n

PC Skills<\/p>\n

Knowledge, Expertise and experiences<\/b><\/p>\n

Essential<\/b><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 In-depth understanding of technical support systems e.g. Brains, Winfos<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Understanding of Absa Tanzania retail strategy, COO strategy, operating structure and interface with other functions<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Good understanding of Risk policies and procedures<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Good understanding of group structure and interfaces with other functions<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Detailed understanding of people policies and procedures<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Formal training required for branch managers:<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Resource management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Brand and Leadership Development<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Performance Management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Team building<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 DC&G<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Recruitment Skills<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 PD Team Leader<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Sales management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Time Management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Graduate or relevant experience to compensate<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Excellent experience in operations<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 People Management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Detailed knowledge of banks policies and procedure<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Cash Management<\/p>\n

Key issues over the next 12 \u2013 24 months<\/b><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Champion branch Customer Service<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Provide cover to the Branch Operations Team Leader when required<\/p>\n

Additional criteria qualities<\/b><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Passion for the branch performance<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Honesty and integrity<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Decisiveness<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Take responsibility for personal development<\/p>\n

Absa Values<\/b><\/p>\n

Absa Values and Behaviours 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:<\/p>\n

\u00b7\u00a0\u00a0 Trust<\/p>\n

\u00b7\u00a0\u00a0 Resourceful<\/p>\n

\u00b7\u00a0\u00a0 Stewardship<\/p>\n

\u00b7\u00a0\u00a0 Inclusive<\/p>\n

\u00b7\u00a0\u00a0 Courage<\/p>\n

Education<\/b><\/u><\/p>\n

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)<\/p>\n

How to Apply:<\/strong><\/p>\n

Job type\u00a0Full-time\u00a0Job, To submit your application, please follow the link provided below.<\/p>\n

CLICK HERE TO APPLY<\/strong><\/a><\/p>\n

JOIN US TODAY<\/strong><\/h2>\n
    \n
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  2. WHATSAPP GROUP 2<\/a><\/strong><\/li>\n
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  4. LINKEDIN<\/a><\/strong><\/li>\n
  5. FACEBOOK<\/a><\/strong><\/li>\n
  6. TELEGRAM<\/a><\/strong><\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

    Empowering Africa\u2019s tomorrow, together\u2026one story at a time. With over 100 years of rich history and … Customer Experience Executive at Absa<\/span>Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":482,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[5],"tags":[254,662],"class_list":["post-1436","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-jobs-in-tanzania","tag-absa","tag-customer-experience-executive"],"yoast_head":"\nCustomer Experience Executive at Absa - Mwanampotevu Digital<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mwanampotevu.co.tz\/index.php\/2026\/05\/24\/customer-experience-executive-at-absa\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience Executive at Absa - Mwanampotevu Digital\" \/>\n<meta property=\"og:description\" content=\"Empowering Africa\u2019s tomorrow, together\u2026one story at a time. 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