Head of Customer Services Job Vacancy at TCB Bank – May 2025
Working Hours: Full-time
Company: Tanzania Commercial Bank (TCB Bank)
Location: Dar es Salaam
Tanzania Commercial Bank (TCB Bank) invites applications from highly competent, dedicated, and experienced professionals for the role of Head of Customer Service. TCB Bank is a leading provider of innovative and affordable financial services, aiming to deliver excellent customer experience and maximize stakeholder value.
Position Overview
Position Title: Head of Customer Service
Department: Operations
Section: Customer Service
Reports to: Chief Operating Officer (COO)
Vacancy: 1 Position
As the Head of Customer Service, you will report directly to the COO and be responsible for driving the customer experience strategy, managing and motivating service teams, and implementing service innovations. This leadership role will oversee all service-related initiatives and ensure the organization delivers consistent, seamless, and superior customer experiences across all touchpoints.
Key Responsibilities
- Plan and execute customer experience goals in coordination with the COO and other departmental heads.
- Drive innovation and service model transformation by leveraging customer insights.
- Inspire and motivate customer service teams to improve performance through coaching and service initiatives.
- Monitor and analyze customer complaints and implement process/service improvements.
- Champion end-to-end customer experience across all touchpoints, ensuring collaboration across business units.
- Identify and remove service barriers by enhancing or eliminating ineffective systems and processes.
- Act as a senior advocate for customer experience initiatives and escalate solutions when necessary.
- Implement analytics strategies for service delivery using available and future technologies.
- Lead customer-centric initiatives bank-wide and secure staff commitment to the customer agenda.
- Ensure compliance with all service-related regulatory requirements.
- Improve complaint handling processes and align feedback analysis with strategic goals.
Qualifications and Experience
- Bachelor’s degree in Banking, Economics, Commerce, Business Administration, Finance, ICT, Marketing, or related fields.
- Minimum of 6 years of experience in banking or financial services, including at least 2 years in a call center environment.
- Demonstrated service orientation and ability to lead customer-focused initiatives.
- Strong interpersonal and networking skills with strategic influence at senior levels.
- Excellent coaching, communication, and presentation skills.
- Solid understanding of various banking functions including Retail, Corporate, Operations, and IT.
- Experience working in large or international financial institutions.
- Skilled in training delivery and facilitation.
Personal Attributes
- Upholds Tanzania Commercial Bank’s core values.
- Demonstrates strong leadership and people management abilities.
- Business-savvy with a track record of driving growth.
- Able to implement cross-functional projects effectively.
- Results-oriented and self-driven with sound judgment and a sense of humor.
- Builds strong stakeholder relationships and maintains high standards of professionalism.
Application Process
This position offers a competitive salary and benefits package. Interested candidates are required to apply through the official TCB Bank career portal:
Please fill in all required personal, academic, and professional information. Other documents will be verified during interviews.
📅 Deadline for Application: 11th June 2025
📍 Only applications submitted via the online system will be considered.
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