Bank Officer Job Vacancy at I&M Bank (T) Limited – May 2025

Working Hours: Full-time
Company: I&M Bank (T) Limited
Location: Dar es Salaam, Ilala
Department: Retail & Digital Banking

I&M Bank (T) Limited is seeking to recruit a competent, experienced, and customer-focused individual to fill the position of Bank Officer within the Retail & Digital Banking Division. This role is responsible for designing, implementing, and monitoring the Bank’s Customer Service Delivery strategy to ensure optimal service performance and satisfaction across all customer contact points.

Job Purpose

To develop and implement a robust customer experience strategy aligned with the bank’s objectives.
To ensure service delivery excellence at all levels and channels of customer interaction.
To act as the voice of the customer across departments and ensure their needs are consistently met.
To manage customer complaints and feedback systems in compliance with regulatory requirements.

Key Responsibilities and Tasks

Design and oversee execution of customer service strategy across the bank.
Champion a customer-centric culture by aligning teams and training staff on customer experience principles.
Set and monitor key service metrics including NPS (Net Promoter Score), CES (Customer Effort Score), and satisfaction levels.
Serve as Secretary to the Customer Service Management Committee, coordinate meetings, record minutes, and ensure follow-up on action items.
Analyze and assess service delivery processes and ensure they align with customer expectations and standards.
Lead and support the Customer Service and Call Center teams, providing mentoring and ongoing development.
Maintain and update customer service standards manuals and ensure dissemination to all service points.
Monitor and audit customer service activities through feedback surveys, mystery shopping, and service audits.
Prepare and manage the customer service department budget efficiently.
Monitor industry trends and technological advancements to continuously improve customer service systems.
Ensure timely handling and reporting of all customer complaints, in line with regulatory guidelines.
Conduct regular surprise checks at service points and coordinate internal mystery shopper initiatives.
Collaborate with product, marketing, and operations teams to ensure integration of customer experience strategies across the bank.

Risk and Compliance Management

Maintain up-to-date risk identification, monitoring, and mitigation systems related to customer service.
Promote a risk-conscious service culture and drive closure of issues identified during risk reviews.
Respond to audit queries and ensure full compliance with banking laws, procedures, and regulatory frameworks.

Reporting and Administration

Ensure all internal and regulatory reports are submitted accurately and on time.
Coordinate interdepartmental support to improve overall service quality.
Prepare reports on complaints, feedback, service delivery surveys, and other operational KPIs.

Required Skills and Abilities

Strong attention to detail and organizational efficiency.
Deep understanding of Tanzania’s banking regulatory environment.
Ability to conduct data-driven analysis and identify actionable insights.
Excellent interpersonal and communication skills.
Strong knowledge of customer service tools including customer journey mapping and analytics.
Familiarity with a broad range of banking products and services.

Academic and Professional Qualifications

Bachelor’s degree in Business Administration, Accounting, Finance, or a related field.

Work Experience

Minimum of 3 years’ experience in a similar customer experience or service delivery role within a financial institution.

How to Apply

Qualified candidates are invited to apply by clicking the link below:

CLICK HERE TO APPLY

Application Deadline: Not specified – Apply as soon as possible.

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Job Vacancy at I&M Bank (T) Limited – Bank Officer