EXIM BANK
Innovation is life
WE ARE HIRING
JOB TITLE: Customer Experience Manager
POSITION: 1
REPORTING TO: Senior Manager – Customer Experience & Client Services
DEPARTMENT: Strategic Investment and Subsidiaries Management
REGION: Dar es Salaam
HOURS OF WORK: 8:00 AM – 5:00 PM, Monday to Friday. Additional hours as required by workload.
1. PURPOSE OF JOB
Responsible for ensuring the highest level of customer service throughout the Bank.
2. PRINCIPAL ACCOUNTABILITIES
2.1 RESPONSIBILITIES
- Manage the relationship of the customer and bank ensure that needs of the clients are addressed clearly.
- Handle customer issues escalated by customer service representatives.
- Periodically monitor interactions of Customer Service Representatives with customers to ensure quality control, give direction and make recommendations as necessary.
- Meet with employees periodically to discuss progress toward work goals.
- Train, coach and manage all customer service representatives and conduct monthly customer service audits.
- Help solve problems that affect the service, efficiency, and productivity of the front-end.
- Ensure there is establishment of a Corporate Customer Services Function at the Corporate Office.
- Consider our current service levels and target at achieving better turn-around time for the service delivery cycle by looking at industry standards and best practices.
- Identify dependence variables for all the services we offer like systems, procedures, quality of people etc. so as to do a gap analysis of where we are and what we want to achieve.
- Initiate a proposal for top management approval for outsourcing a Customer Satisfaction Survey.
- Identify and train at least one person at every Branch who will head the customer services.
- Simultaneously perform an internal fact finding exercise in order to collect data on the key customer services issues.
- Maintain a database of data for further analysis as an on-going activity until such time when the CRM system can be implemented.
- Recommend and in some cases also undertake trainings and grooming initiatives.
- Liaise with key internal stakeholders to set realistic service benchmarks based on our current capabilities.
- Implement Call Centre.
- Establish our Intranet to facilitate internal communication and services.
- Implement Back Office Operations to improve service levels.
- Carry out research and understand new developments and methodologies for enhancing and improving service quality to our customers.
3. QUALIFICATION AND EXPERIENCE REQUIRED
- University degree in Business Administration or Economics and relevant professional qualifications in banking, finance, or marketing.
- Minimum of 5 years relevant working experience in a similar position.
- Computer literacy and knowledge of new evolving technology systems.
4. COMPETENCY REQUIRED
- Ability to assess customer needs and develop products that suits their needs.
- Self-confident, ambitious, willing to take on challenges.
- High energy level and aggressive.
- Self-motivated, fast learning with a proven ability to work independently under pressure and high efficiency.
JOB TITLE: Call Center Officer
POSITION: 1
REPORTING TO: Manager – Customer Service
DEPARTMENT: Strategic Investment and Subsidiaries Management
REGION: Dar es Salaam
HOURS OF WORK: 8:00 AM – 5:00 PM, Monday to Friday. Additional hours as required by the workload.
1. PURPOSE OF JOB
Handling inbound and outbound calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, provide information and tele sales.
2. PRINCIPAL ACCOUNTABILITIES
- Answer inbound calls as well as assist customers who have specific inquiries.
- Build customer's interest in the service and products offered by the bank.
- Provide personalized customer service of the highest level.
- Update the existing database with changes and status of each customer/prospective customer.
- Good verbal and oral communication skills, fast and correct ability to create grammatically correct responses without any spelling errors. The person should also know what to write while utilizing web communication, be able to quickly recognize signals of disgruntled customer and be able to respond without getting angry.
- Ability to comprehend, capture as well as interpret basic customer information.
- Ability to treat people with respect under all circumstances, instill trust in others besides upholding the value of the Bank.
- Sound judgmental powers, ability to manage difficult customer situations, to respond promptly to needs of the customers, solicit feedback to improve service, respond to request for services/assistance.
- Ability to adapt to change, meet the changing demands of the work environment, any delays, or other unexpected demands.
- Dependability: to follow instructions as well as take responsibility for their actions and keep commitments.
- Analyze the various part of the problem properly and develop logical solutions.
- Quality management: look for means of improving as well as promoting quality.
- Ability to make efficient use of resources.
- Ability to work well as part of a team, exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit and aid others to succeed.
- Any other duties as assigned.
3. KEY COMPETENCIES
- Good social skills.
- A sound knowledge of telephone etiquette.
- Verbal and written communication skills.
- Listening skills, problem analysis and problem-solving skills, customer orientation.
- Organizational skills, attention to detail, judgement, adaptability, teamwork, stress tolerance and resilience.
- Persuasive, problem solving, adaptability, tenacious, negotiation skills and high energy level.
4. EDUCATION AND EXPERIENCE
- Degree or equivalent.
- A minimum of two years of outbound call center experience.
- Required language proficiency.
- Knowledge of customer service principles.
- Knowledge of call center telephony and technology.
- Good data entry and typing skills.
- Proficient in relevant computer applications and call center systems.
- Knowledge of sales principles and methods.
- Proven track record in sales.
JOB TITLE: Application Specialist
POSITION: 1
REPORTING TO: Manager – Core Applications
DEPARTMENT: IT Operations
REGION: Dar es Salaam
HOURS OF WORK: 8:00 AM – 5:00 PM, Monday to Friday. Additional hours as required by workload.
1. PURPOSE OF JOB
Incumbents in this position shall serve as the bank's subject-matter expert for one or more core and/or peripheral banking applications, holding end-to-end ownership of their configuration, performance, integrity, and lifecycle.
Functioning in an advisory and technical leadership capacity, the incumbent should provide specialized, in-depth expertise to business users, IT teams, and external vendors, resolving complex application issues, leading application upgrades and integrations, and ensuring the applications under their ownership consistently support the bank's operational and strategic objectives. The incumbent should act as the primary technical authority and escalation point for their designated application(s), and as a change agent driving continuous improvement, optimization, and innovation.
2. PRINCIPAL ACCOUNTABILITIES
2.1 RESPONSIBILITIES
- Serve as the designated subject-matter expert and primary point of technical authority for assigned core and/or peripheral banking applications, owning their configuration, customization, and overall performance.
- Third level/expert support for complex, escalated application incidents and problems that cannot be resolved by first- and second-level support teams, driving root-cause analysis through to permanent resolution.
- Lead the planning, configuration, testing, and implementation of application upgrades, patches, new modules, and system enhancements in line with business and regulatory requirements.
- Partner closely with business units, project managers, and senior stakeholders to gather complex business requirements and translate them into detailed functional, technical, and integration specifications.
- Lead root-cause investigations into recurring or high-impact application faults, performance bottlenecks, and data integrity issues, coordinating closely with vendors, database administrators, and infrastructure teams.
- Own and maintain comprehensive, accurate technical documentation, including system architecture, configuration baselines, interface specifications, and standard operating procedures for assigned applications.
- Proactively research emerging capabilities, features, and best practices for assigned applications, and recommend strategic enhancements to improve efficiency, resilience, and user experience.
- Build and maintain strategic relationships with application vendors, including managing vendor performance, escalations, and contractual support obligations.
- Maintain expert-level, end-to-end knowledge of transaction flows, interfaces, and dependencies for assigned applications across the bank's technology landscape.
- Design and implement proactive monitoring, alerting, and capacity management practices for assigned applications and their supporting infrastructure.
- Define, communicate, and enforce application configuration and support standards, and recommend changes to related policies, processes, and procedures.
- Evaluate and recommend application enhancements, upgrades, and emerging technologies based on business needs and the bank's ICT enterprise architecture and lead their technical evaluation (e.g. proof-of-concept, vendor demonstrations).
- Champion adherence to standardized processes such as Change Management, Release Management, and Incident/Problem Management, mentoring junior colleagues in these practices.
- Design comprehensive testing strategies, test plans, and User Acceptance Testing (UAT) procedures for major application releases, upgrades, and integrations, and lead execution with business stakeholders.
- Identify systemic application deficiencies and lead the design and implementation of corrective, preventive, and long-term structural solutions.
- Lead disaster recovery planning, design, and testing for assigned applications, ensuring recovery objectives are met.
- Lead automation initiatives for manual processes and activities related to assigned applications, to improve efficiency and reduce operational risk.
- Mentor and provide technical guidance to Application Analysts and other junior team members on assigned applications.
- Provide regular, detailed updates and status reports to the Manager, Core Applications on assigned applications, projects, and initiatives.
SKILLS
- Bachelor's degree (or equivalent) in Information Technology, Computer Science, or a related field; a relevant professional certification in the specialized application(s) is highly desirable.
- Minimum of five years' working experience supporting and configuring banking applications, with demonstrable specialist-level expertise in at least one core or peripheral banking application.
- Strong command of database concepts, with proven ability to write and optimize complex SQL queries, stored procedures, and reports for data analysis, troubleshooting, and reconciliation.
- Strong understanding of API-driven integrations, middleware, web services, and enterprise integration technologies and patterns.
- In-depth expertise in key peripheral banking applications relevant to the role (e.g. Recon Tool, Treasury applications, workflow applications, BOT applications etc.).
- Solid working knowledge of operating systems, application servers, databases, and networking concepts relevant to enterprise application support.
- Demonstrated project or workstream leadership experience, including leading application upgrades, migrations, or major configuration change initiatives.
- Advanced analytical, diagnostic, and root-cause-analysis skills, with the ability to resolve highly complex, cross-system application issues.
- Strong experience in business process mapping, modelling, and re-engineering.
- Excellent stakeholder management, vendor management, and negotiation skills.
- Sound knowledge of Change Management, Release Management, and Incident/Problem Management frameworks (e.g. ITIL); formal ITIL certification is an added advantage.
QUALITIES
- Ability to communicate complex technical concepts clearly and persuasively, both verbally and in writing, to audiences ranging from technical teams to senior business stakeholders.
- Fluency in spoken and written English.
- Strong attention to detail and unwavering commitment to accuracy in application configuration, documentation, and testing.
- High level of integrity, sound judgment, and a highly committed, dependable approach to work.
- Self-driven with a positive attitude, strong ownership mentality, and a proactive approach to identifying and solving problems before they escalate.
- Demonstrated leadership qualities, with the ability to guide, mentor, and influence colleagues and stakeholders.
- Ability to remain composed and make sound decisions under pressure, managing multiple competing priorities within tight deadlines.
- Team player and flexible individual, willing to work outside normal hours when required to support critical application incidents, upgrades, or go-live activities.
HOW TO APPLY
Send your CV and cover letter to: [email protected]
NB: Only shortlisted candidates will be contacted.
Exim Bank (T) Ltd is an employer that provides equal opportunities and is dedicated to fostering a diverse workplace and attaining a gender-balanced team. We highly encourage women and individuals with disabilities to submit their applications for these positions.
APPLICATION DEADLINES
- Customer Experience Manager & Call Center Officer: 17th July 2026
- Application Specialist: 10th July 2026
For more information call: 0800 780 111
Website: www.eximbank.co.tz