Customer Service and Operations Manager (CSOM) Job Vacancy at Mkombozi Bank – February 2025

Job Posting

Organization: Mkombozi Bank
Location: Morogoro Branch, Tanzania
Department: Banking Operations & Customer Service
Employment Type: Full-Time
Application Deadline: 28th February 2025

Job Summary

Mkombozi Bank is looking for a Customer Service and Operations Manager (CSOM) to oversee branch operations and customer service functions. The CSOM will be responsible for ensuring seamless banking operations, compliance with regulatory standards, financial controls, and risk management. The ideal candidate should have extensive banking experience, strong leadership skills, and a passion for customer service excellence.

Key Responsibilities

1. Banking Operations & Compliance

Ensure smooth day-to-day branch operations and adherence to banking regulations.
Monitor compliance with Know Your Customer (KYC), Anti-Money Laundering (AML), and other regulatory guidelines.
Implement and enforce security and control measures to minimize operational risks.
Maintain accurate financial records, ensuring cash management, reconciliation, and internal controls are properly managed.

2. Customer Service & Relationship Management

Oversee the customer service team to ensure excellent service delivery.
Handle complex customer inquiries and complaints efficiently.
Implement service quality improvement initiatives to enhance customer experience and retention.

3. Team Leadership & Staff Development

Lead, train, and mentor the branch operations team to ensure high performance.
Foster a team-oriented work culture that aligns with the bank’s objectives.
Conduct performance reviews and recommend necessary staff training and development programs.

4. Risk & Financial Management

Ensure the branch’s financial transactions are accurate and comply with banking policies.
Identify, assess, and mitigate operational risks within the branch.
Implement and monitor branch cash flow, expense control, and resource utilization.

Qualifications & Experience

Education:
- Bachelor’s degree in Commerce & Finance, Economics, Business Administration, or a related field.
- CPA (T) or ACCA certification is required.
- A Master’s degree in a relevant field will be an added advantage.
Experience:
- Minimum 5 years of experience in financial management, with at least 3 years in a supervisory role.
Skills Required:
- Strong knowledge of banking operations, compliance, and regulatory policies.
- Excellent leadership and team management skills.
- Proficiency in cash management, financial controls, and reconciliation.
- Strong customer service orientation and ability to resolve complex issues.
- Ability to manage risks and implement security measures effectively.