Monday 18 December 2023

Assistant Manager – Service Delivery & Support at Exim Bank Tanzania December, 2023

  AjiraLeo Tanzania       Monday 18 December 2023
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Exim Bank Tanzania
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Exim Bank Tanzania Jobs, 2023
Assistant Manager – Service Delivery & Support
Assistant Manager – Service Delivery & Support at Exim Bank December, 2023
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).

  • 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 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
  • 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
  • Prepare reports- profitability, portfolio Analysis summary, weekly customer visits
  • Keep records-pos, sim cards and all updates
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  • 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 with the subject line:
JOB APPLICATION: Assistant Manager – Service Delivery & Support
Deadline: 22nd December, 2023.
(Note: Only shortlisted candidates will be contacted)

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