Assistant Manager – Service Delivery & Support at Exim Bank Tanzania

Assistant Manager – Service Delivery & Support

Dar es Salaam

Exim Bank Tanzania

Exim Bank (Tanzania), is a commercial bank in Tanzania

Assistant Manager – Service Delivery & Support

REPORTING TO: Head of Merchant Acquiring and Payment Acceptance

RESPONSIBLE FOR: Supporting merchants on PoS Platform and all future products related to merchants
(QR Code and E-Commerce)

DEPARTMENT: Retail Banking

REGION: Dar es Salaam

HOURS OF WORK

8am – 5pm Monday to Friday.

Additional hours as required by the workload as required on weekends.

OBJECTIVE:

The role requires retaining, supporting, and managing relationship with existing Merchants who are on-board and address their operational issues with internal departments for resolution. Responsible for meeting or exceeding Retention KPI’s (merchant and Volume).

MAIN DUTIES AND RESPONSIBILITIES:

• Deliver PoS to merchants with associated training to respective teams assigned by merchant
• Assist to give best card acceptance training to existing customers/merchants for their new team and get a signed Delivery note
•  Assist to provide after sales support to customers including resolve customer queries received from the sales team, Call Centre, payment desk, merchants, and branches within specified SLA
• Distribute consumables to customers/merchants and branches
• Enhance service levels to merchants by ensuring a customer-oriented approach for all merchant issues during business and after working hours
• Monitor merchants through MIS reports and take actions to those dormant or with zero/lower volumes
• Develop partnership and campaigns with merchants as per assigned portfolio and territory to grow revenues and brand visibility for both during the year through coordination with Project and Admin office
• Ensure the pos platform and terminals are all updated, and customers are informed on downtimes and service restoration
• Collecting POS slips from merchants for suspicious, unsettled, refunds and assist to process
• Establish key relationships and provide best services to merchant customers. Strengthen merchant relationship in order to secure larger business

TEAM MANAGEMENT:

• Provide operational or technical leadership to your team and branches in your territories
• Monitor the team’s performance through assigned KPIs, weekly, monthly, and quarterly
• Work closely with the Relationship Managers, Head of Corporate Investment Banking and/or Branch Heads in arranging for events /promotions for new acquisition of customers
• Develop processes and workflows that improves engagement with team
• Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, customer support, finance

REPORTING:

• Prepare reports – profitability, portfolio Analysis summary, weekly customer visits
• Keep records – pos, sim cards and all updates

ESSENTIAL QUALIFICATIONS/EXPERIENCE/SKILLS REQUIRED:

• University Degree pref. in Banking / Business Management / Marketing
• Minimum 3 years’ experience in Merchant Acquiring in other Banks or Credit Cards
• Ability to represent the bank in a professional manner towards merchants
• Ability to enhance customer support using various tools and resources
• Ability to manage a team and coordinate with colleagues to achieve team success

How to Apply :

To apply, please send your CV along with all academic certificates to: hrrecruit@eximbank.co.tz with the subject line:

JOB APPLICATION: Assistant Manager – Service Delivery & Support

Deadline: 22nd December, 2023.

(Note: Only shortlisted candidates will be contacted)