CAREER OPPORTUNITIES AT MEND EAST AFRICA LIMITED
Mend East Africa Limited is recruiting on behalf of our client, a leading Microfinance Institution in Tanzania. We are seeking qualified, experienced, and motivated professionals to fill the following positions based in Dar es Salaam.
1. CUSTOMER SERVICE EXECUTIVE
Department: Customer Service
Reports To: Microfinance Operations Manager
Location: Dar es Salaam, Tanzania
Job Purpose
Responsible for delivering exceptional customer service while supporting business growth through customer acquisition, onboarding, relationship management, and cross-selling. Serves as the first point of contact, ensuring seamless customer experience, timely complaint resolution, regulatory compliance, and financial inclusion.
Key Responsibilities
Operations & Compliance
- Customer Service Excellence: Welcome customers professionally, respond promptly to inquiries/complaints, and follow up to ensure full resolution.
- Acquisition & Growth: Support branch acquisition activities, referrals, and onboarding to expand company customer base.
- Relationship Management: Maintain regular contact with customers to understand financial needs, recommend solutions, and foster loyalty.
- Cross-Selling & Sales: Promote loan and insurance products, generate qualified leads for Credit & BD team, and meet sales targets.
- Onboarding & KYC: Facilitate customer onboarding, verify documentation, and ensure strict compliance with KYC, CDD, and AML/CFT rules.
- Digital Support: Assist customers with application forms, record updates, and adoption of digital financial services.
- Compliance & Protection: Adhere to Bank of Tanzania customer protection guidelines, maintain confidentiality, and report suspicious transactions.
- Reporting & Feedback: Maintain interaction logs, monitor service KPIs, and prepare daily/weekly/monthly reports.
Qualifications & Experience
- Education: Diploma or Bachelor's Degree in Business Administration, Banking, Finance, Marketing, Customer Service, or related field.
- Experience: Minimum 2 years' experience in customer service, relationship management, or front-office operations in a bank or microfinance institution.
- Added Advantage: Professional certification in Customer Service/Relationship Management and CRM software experience.
Core Competencies
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict resolution abilities
- Customer-centric mindset
- Attention to detail and accuracy
- Ability to work under pressure and meet targets
- Proficiency in Microsoft Office Suite
2. CREDIT ACCOUNTANT
Industry: Microfinance
Reports To: Microfinance Operations Manager
Location: Dar es Salaam, Tanzania
Job Purpose
On behalf of our client in the microfinance sector, we are seeking a Credit Accountant to ensure accuracy, integrity, and completeness of financial transactions relating to lending operations. Oversees loan accounting, portfolio reconciliations, interest calculations, disbursements, repayment accounting, and regulatory compliance (BOT & Tax laws).
Key Responsibilities
Compliance & Operations
- Loan Portfolio Accounting: Maintain accurate records for disbursements, repayments, write-offs, and recoveries in Core Banking / LMS.
- Financial Reporting: Prepare daily, weekly, monthly, and annual reports on loan portfolio performance and management accounts.
- Reconciliations & Controls: Perform daily reconciliations of loan, bank, and suspense accounts; strengthen lending controls.
- Revenue Management: Verify interest calculations, penalty charges, and reconcile revenue with General Ledger.
- Regulatory Compliance: Ensure full compliance with Bank of Tanzania statutory returns, IFRS, VAT, PAYE, and tax filings.
- Audit & Risk Management: Support internal/external audits, mitigate financial risks, and enforce internal control policies.
- Budgeting & Analysis: Assist in budgeting, analyze portfolio trends, revenue drivers, and loan profitability.
- Stakeholder Support: Collaborate with Loan Officers, Operations, and ICT on system reconciliations and efficiency.
Qualifications & Experience
- Education: Bachelor's Degree in Accounting, Finance, Commerce, or related field.
- Certification: CPA (T), ACCA, or equivalent professional qualification highly desirable.
- Experience: Minimum 3 years' experience in accounting within a microfinance institution, bank, or regulated financial entity.
- Specialization: Strong expertise in loan portfolio accounting and financial reporting.
Technical Competencies
- Proficiency in Core Banking Systems and accounting software
- Strong knowledge of IFRS and BOT regulatory requirements
- Advanced Microsoft Excel skills
- Analytical and problem-solving abilities
- High attention to detail and accuracy
- Knowledge of tax laws (VAT, PAYE, withholding tax)
3. CREDIT OFFICER
Location: Dar es Salaam, Tanzania
Job Purpose
Responsible for driving business growth through customer acquisition, loan portfolio development, and relationship management while maintaining high credit portfolio quality. Responsible for credit assessment, monitoring portfolio performance, and timely loan collections in compliance with company policy and Bank of Tanzania regulations.
Key Responsibilities
Operations & Compliance
- Business Development & Growth: Execute portfolio growth strategies, acquire and onboard clients across individual, MSME, and group segments.
- Credit Appraisal & Processing: Conduct preliminary screening, customer interviews, comprehensive credit appraisals, and financial analysis.
- Portfolio Management: Monitor customer business performance, conduct regular field visits, and maintain low default rates.
- Collections & Recovery: Perform timely follow-ups, enforce collection strategies, and manage Portfolio at Risk (PAR) within target limits.
- KYC & Regulatory Compliance: Conduct KYC, CDD, and AML/CFT checks to adhere strictly to Bank of Tanzania regulations.
- Documentation & Security: Ensure complete, accurate loan file documentation and safeguard client data confidentiality.
- Risk & Fraud Mitigation: Identify potential operational risks, fraud indicators, and non-performing loans early.
- Reporting & Administration: Prepare daily, weekly, and monthly portfolio performance, disbursement, and collection reports.
Qualifications & Experience
- Education: Diploma or Bachelor's Degree in Business Administration, Banking, Finance, Microfinance, Marketing, or related field.
- Experience: Minimum 2-3 years' experience in loan origination, sales, credit appraisal, or portfolio management within a bank or MFI.
- Added Advantage: Professional certification in Credit Management, Banking, or Risk Management.
Core Competencies
- Strong sales and business development skills
- Excellent credit analysis and financial assessment abilities
- Effective communication and negotiation skills
- Ability to build and maintain client relationships
- Results-oriented with target-driven mindset
- Field mobility and willingness to conduct client visits
- Proficiency in Microsoft Office applications
4. MICROFINANCE OPERATIONS MANAGER
Department: Operations
Reports To: Chief Executive Officer
Location: Dar es Salaam, Tanzania
Job Purpose
Responsible for providing strategic and operational leadership to the Company's microfinance business to drive sustainable growth, operational excellence, portfolio quality, profitability, and exceptional customer experience. Oversees lending operations, branch performance, customer service, insurance services, collections, operational risk, compliance, and staff performance while ensuring business, financial, and regulatory objectives are met.
Key Responsibilities
Business Growth & Portfolio Development
- Develop and execute operational strategies to drive loan portfolio growth, expand customer acquisition, explore new market segments, support new product rollouts, and meet growth targets.
Lending Operations & Credit
- Oversee the end-to-end credit process (appraisal, approval, disbursement, recovery). Ensure fast turnaround times, maintain portfolio quality, and utilize digital lending platforms effectively.
Branch Operations & Delivery
- Manage daily branch/service center operations, ensure consistent policy implementation, enforce cash/security controls, conduct regular site visits, and support expansion strategies.
Customer Experience
- Foster a customer-centric culture, oversee seamless onboarding, handle escalated complaints promptly, monitor satisfaction metrics, and promote financial literacy initiatives.
Risk Management & Compliance
- Ensure full adherence to Bank of Tanzania Microfinance Regulations, AML/CFT, KYC rules, and consumer protection guidelines while maintaining robust internal controls.
Financial & Operational Performance
- Manage departmental budgets, optimize resource usage, monitor branch profitability/costs, and prepare operational reports for Management and the Board.
People Leadership
- Lead, recruit, mentor, and coach high-performing teams. Set clear performance objectives, conduct reviews, and foster accountability and continuous development.
Stakeholder Management
- Build strong relationships with regulators, partners, and service providers while collaborating closely with Finance, Credit, Risk, IT, and Business Development teams.
Qualifications & Experience
- Education: Bachelor's Degree in Business Administration, Banking, Finance, Accounting, Economics, or related field. Master's Degree or professional certifications (Banking, Risk Management, Project Management) are an added advantage.
- Experience: Minimum 6 years' experience in banking, microfinance, or financial services, with at least 3 years in a management role overseeing lending or branch operations.
Core Competencies
- Strategic thinking and leadership abilities
- Strong knowledge of microfinance operations and BOT regulations
- Excellent financial management and analytical skills
- Proven people management and team development capabilities
- Effective communication and stakeholder management
- Problem-solving and decision-making skills
- Proficiency in Core Banking Systems and Microsoft Office Suite
- Results-driven with a track record of achieving operational targets
HOW TO APPLY
Submit your application letter and CV directly via email to:
Email: [email protected]
Location: Dar es Salaam, Tanzania
Mend East Africa Limited is an equal opportunity employer. Only shortlisted candidates will be contacted for interviews.