Location: Dar es salaam
Job Type: Full-time

Job Description

The Co-operative Bank is hiring a Relationship Manager – Internet Banking to champion the adoption, usage, and customer satisfaction of the Bank’s Internet Banking platform. This role covers consumer, SME & MSE, corporate, cooperatives, and SACCO segments. The successful candidate will lead customer onboarding, relationship management, and digital engagement to support the Bank’s digital transformation agenda and financial inclusion goals.

Key Responsibilities

Customer Acquisition & Onboarding

Promote Internet Banking services to consumer, SME, corporate, cooperative, and SACCO clients.
Ensure seamless onboarding of customers, including training and activation support.
Collaborate with branches and relationship managers to identify potential adopters.

Relationship Management & Client Support

Manage and grow a portfolio of Internet Banking users through exceptional support.
Proactively monitor activity to increase satisfaction, reduce drop-offs, and boost engagement.
Act as the primary point of contact for Internet Banking-related queries and escalations.

Platform Promotion & Usage Growth

Drive awareness and adoption of key Internet Banking features (bill payments, transfers, statements, and self-service options).
Design and execute campaigns to grow login frequency, transaction volumes, and cross-usage of digital products.
Partner with marketing and digital teams on targeted customer engagement initiatives.

Service Optimization & Feedback

Collect customer feedback and usage insights to inform platform improvements.
Collaborate with IT, Operations, and Product teams to resolve technical issues and enhance service delivery.
Support testing and rollout of Internet Banking enhancements.

Reporting, Risk & Compliance

Track and report on Internet Banking KPIs, including active users, adoption rates, and transaction volumes.
Ensure compliance with internal controls, cybersecurity standards, and regulatory requirements.
Monitor and escalate suspicious activity or risks related to fraud and digital misuse.

Requirements

Bachelor’s degree in Banking, Business Administration, Information Technology, or related field.
Minimum 5 years’ experience in digital banking, with exposure to mobile banking or fintech.
Prior work experience with banking institutions or mobile operators is an advantage.
Strong understanding of mobile and digital banking platforms.
Analytical mindset with the ability to interpret customer data and trends.
Tech-savvy, proactive, and passionate about digital innovation.
Strong ability to work independently and within cross-functional teams.