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Head, Service Support

Responsibilities

Job Description

• 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

• Bachelor’s 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)