DCB Commercial Bank Plc, a leading retail and commercial bank in Tanzania, is looking for a qualified professional to join its team as an Assistant Manager Customer Service. The bank currently serves over 3 million customers nationwide through its wide branch network, agents, and ATMs.
Qualifications and Experience
- Bachelor’s degree in Business Administration, Banking, or a related field.
- At least 4 years of customer service or customer experience management, preferably in the banking sector.
- Proven ability to improve customer satisfaction metrics (NPS, CSAT).
- Knowledge of banking products, regulatory requirements, and consumer protection standards.
- Experience with digital banking platforms, contact center management, and service process improvements.
- Strong skills in analyzing customer feedback to drive service excellence.
Key Responsibilities
- Lead customer experience transformation across branches and digital channels.
- Oversee the Contact Center and ensure effective service delivery.
- Implement service breach policies to ensure accountability.
- Promote digital adoption and self-service accessibility.
- Develop and manage customer complaints resolution systems.
- Mentor front-office and customer service staff to meet service standards.
- Roll out customer experience training programs to bridge service gaps.
- Standardize customer journey mapping and communication processes.
- Deploy NPS/eNPS tools to gather actionable customer feedback.
- Work closely with Branch Managers and Accountants to ensure uniform service levels.
- Enhance retention initiatives and reduce customer dormancy.
Application Process
Interested candidates should submit:
- A detailed CV
- Copies of academic certificates
- Names and contact details of three referees
Please quote the reference number DCB/RB/AMCS-08/2025 in the subject line of your email. Applications should be sent to recruitment@dcb.co.tz no later than August 29, 2025. Only email applications will be accepted.
