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18 Jan 2021

Team Leader- Customer Experience (1 Post)

Job Description

Kilimanjaro Co-operative Bank Limited (KCBL) is the only Co-operative Bank in the country, Headquartered in Moshi – Kilimanjaro, is fully fledged  Bank owned by    Co-operatives and private business entities. The Bank is ambitiously reorganizing its business model and implementing growth strategy to widen nationwide outreach and network expansion to support government    Co-operative movement agenda and mass market financial inclusion for       Co-operatives, retail and SMES across the country.

To deliver its strategic agenda and lasting customer experience, the BANK is seeking to recruit professional, competent and experienced Tanzanian to grow their careers and fill the following vacant positions listed below;

TEAM LEADER- CUSTOMER EXPERIENCE (1 POSITION)

Terms: Permanent

Reporting to: Branch Manager

Placement:  Branch

Station: Moshi-Kilimanjaro

JOB PURPOSE: 

Assist Branch Manager in providing overall leadership to the branch team, deliver excellent and lasting customer experience while ensuring operational excellence within the Branch.

ACCOUNTABILITIES:

CUSTOMER SERVICE AND EXPERIENCE.

  • Build a strong customer relationship management strategy to ensure customer satisfaction.
  • Ensure customers are migrated to alternative banking channels to increase usage, adoption and digital on boarding.
  • Ensure branch staff maintain good relationship with customers.
  • Ensure pro-active service to customers and full implementation of customer service standards as per the CRDB Service Commitment.
  • Monitor and evaluate how customer queries and complaints are being handled and manage complex and escalated customer service issues to improve customer satisfaction.
  • Investigating and solving customers’ problems, which may be complex or long-standing, customer service assistants have passed that on.
  • Processing customer complaints, comments and feedback while working to resolve any issue.
  • Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service.
  • Work independently and takes ownership of issues, including accurate and proper records management and tactful resolutions of queries and escalations from both internal and external customers.
  • Record and file customer correspondence to improve customer experience.
  • Respond to customer service issues in a timely manner.
  • Ensure clear and logical queue management and optimize number of tellers in the cubicles at any point of time during the day including active follow up on teller efficiency.
  • Ensure that branch premises are properly maintained and aligned to the Bank is marketing guidelines.
  • Lead, Supervise and Manage day-to-day branch service with focus on consistent delivery of excellent customer experience.
  • Monitor, coach, guide bank officers on the quality of service offered to customers, and ensure consistence service is offered to customers.
  • Manages all resources at the banking hall in support of the Branch Manager to ensure adequate resource/ capacity.
  • Ensure the necessary resources for branch front office staff are in good working condition to offer quick and quality service to customers as per SLAs.
  • Manage front office staff to always be presentable wearing uniforms and name tag clearly visible as per HR policy and procedures.
  • Ensure marketing materials including brochures are available and displayed.

GENERAL ADMINISTRATION

  • Accountable for all front and back office operations, receive, verify and authorize documents for payments
  • Ensure that the branch expenditure is well within the approved budget and that all expenses are duly authorized
  • Control branch stationeries
  • Handle all Procurements done by Branch
  • Manage Asset register: keep details without value, add new and remove damaged, reports.
  • Manage use, movement and safety of branch assets: Vehicles, furniture, machines & equipment, buildings, fixture and fittings, premises including parking
  • Preparation of monthly reports e.g. Monthly Internal accounts reconciliation reports
  • Prepare attestation report monthly
  • Supervising support staff e.g. Driver and temporary staff
  • Manage drivers route logbook, approve drivers route, monitor fuel usage, assign other activities, manages temporary staff.
  • Receive internal mails, distribute, dispatch outgoing mail
  • Share custodianship (Purchase and sale of shares, share reconciliation and report preparation)
  • Safe keeping of certificate, reconciliation, issuing reports
  • Oversee the physical security of a branch i.e. CCTV, Alarm system, fire extinguishers, smoke detectors, oversee security service etc.
  • Coordinate service delivery by the vendors; follow for installation, testing, maintenance and reports preparations
  • Management of contracts with service providers i.e. cleaners, firefighting services, utility bills, rents
  • Security service providers, ATM service, Servicing Note counting machines, fumigation, cleaners, Fire extinguishers
  • Organizing/ logistics of visitors – Hotel Booking, Transport, Bills verification and settlement
  • Cheque book issuance and daily reconciliation
  • Management and reconciliation for Agency banking, MNO transactions and partnership and operational agreement with third party vendors.
  • Ensure that the Bank Audit Risk Rating is always SATISFACTORY

BACK OFFICE PROCESSING

  • Documents scanning and authorization (Maker/checker)
  • Approve account opening and update forms, clearing Cheques,
  • Batch Suspense account daily checking to ensure it has nil balance
  • Manual fees collections, bills settlement ie water, electricity, payments of vendors, cheques posting.
  • Vouching/calling days-work vouchers and keep in safe custody

VAULT CUSTODIANS

  • Vault Holder – Manage cash in and out of the strong room
  • Deliver cash to cashiers during working hours according to their limits
  • Receiving a notification from a cashier with excess cash, receive the amount and lock in the vault
  • Receive and deliver forex cash to cashier on demand
  • Daily balancing of the strong room
  • Balancing of account journal and physical cash
  • Update treasury register
  • Cash recounting and bundling (from tellers)
  • Supervise re-counting of cash received from cashiers, organize bundling and recording the total amount received and delivered
  • Coordinate cash to/from branches or BOT centers
  • Receive demand request from Cashiers (Treasury forms), check cashiers limit, In case of over-limit review the instrument or instructions demanding a withdraw of excess amount,

ATM CUSTODIANS

  • Start and end of day at ATM (Daily)
  • ATM cash loading/offloading and balancing
  • Posting of ATM entries
  • ATM reconciliation and daily report preparation (Daily)
  • ATM maintenance and service follow up

SKILLS AND KNOWLEDGE 

  • Greater operational and business acumen to offer exceptional services, operational excellence and lasting customer experience
  • In-depth knowledge of banking process, operations, products, services and delivery channels.
  • Leadership and Interpersonal skills to carry team members along,
  • Excellent communicating and inter-personal skills
  • Ability to multitask and flexibility to sale
  • Must be result oriented.

QUALIFICATION AND EXPERIENCE

  • Bachelors’ Degree in a business-related field
  • Master’s degree in Business Administration and Certified Professional Banker will be an added advantage
  • At least 5 years’ experience in banking industry and Branch operations.

MODE OF APPLICATION:

If you  have what it takes to fill the announced vacant posts; your  encouraged to submit your application with a detailed resume/CV attached with copies of  academic certificates, your full contacts (address and telephone numbers) and three referees addressed to:

The General Manager, 

Kilimanjaro Co-operative Bank Ltd, 

P.O Box 1760, MOSHI. KILIMANJARO. 

Please, note:

Applications should be hand delivered to the Bank offices in MOSHI or emailed through: info@kilicobank.co.tz

The deadline is set at 16hrs  on the 25th January, 2021.

Shortlisted candidates should be ready for a written and oral interview.

 

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