Head, Service Support
Posted on :
06-08-2025
Employer Active
1 Vacancy
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Job Description
Responsibilities:
- Lead and manage branch operations to ensure efficient accurate and cost-effective service delivery.
- Maintain high customer service standards addressing enquiries and complaints promptly.
- Drive financial growth through cross-selling revenue collection and achievement of sales targets.
- Oversee cash operations including LCY & FCY transactions clearing processes and ATM management.
- Ensure compliance with internal controls AML/KYC procedures and operational risk management tools.
- Manage branch assets implement cost control measures and maintain security protocols.
- Train motivate and appraise staff performance fostering a productive work environment.
- Serve as the main strong room vault custodian and manage cash holding limits.
- Continuously update management on staff and client feedback providing recommendations for growth.
Qualifications :
- Bachelors degree in Business Administration Information Technology or related field
- Minimum 7-10 years of experience in service support or related field with a proven track record in leadership roles
- Strong leadership and management skills with the ability to motivate and develop teams
- Excellent communication and interpersonal skills with the ability to interact effectively with all levels of the organization
- Advanced problem-solving and decision-making abilities
- Customer-focused mindset with a commitment to delivering exceptional service
- Proficiency in service management software and tools
- In-depth knowledge of IT service management frameworks such as ITIL (certification preferred)
- Experience in implementing and improving service support processes
- Strong understanding of IT infrastructure and service delivery concepts
- Knowledge of industry best practices in service support
- Ability to work effectively in a fast-paced dynamic environment
- Willingness to travel within Tanzania as required
Additional Information :
Behavioural Competencies:
- Adopting Practical Approaches
- Articulating Information
- Challenging Ideas
- Convincing People
- Exploring Possibilities
- Following Procedures
- Generating Ideas
- Making Decisions
- Producing Output
- Providing Insights
- Showing Composure
- Understanding People
Technical Competencies:
- Application & Submission Verification (Consumer Banking)
- Banking Process & Procedures
- Client Acceptance & Review
- Client Knowledge
- Processing
- Product Knowledge (Consumer Banking)
Remote Work :
No
Employment Type
Full Time
Key Skills
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