CUSTOMER EXPERIENCE SENIOR MANAGER
INDUSTRY;BANKING
HR World Limited on behalf of our client we are looking for a Customer Experience Manager to ensure exceptional service delivery across branches and head office units. Responsible to drive service excellence by implementing best practices and standards, collaborate with Branch Managers and internal business units to address customer needs, manage relationships, and uphold the bank’s reputation.

RESPONSIBILITIES

• Manage daily customer experience operations; to ensure customer satisfaction, profitability, and productivity.
• Support the customer experience team; to ensure departmental KPIs are met.
• Ensure Customer Satisfaction; take responsibility for ensuring total satisfaction of customers by understanding their needs and driving best practices in customer experience across the bank.
• Handle Complaints and Queries; log and monitor all complaints/queries promptly, ensuring fair outcomes and timely resolutions within contracted timeframes.
• Client Relationship Management; to arrange client visits and events; to maintain close relationships with clients, conducting service reviews, and implementing corrective measures based on feedback.
  
  

QUALIFICATIONS

• Bachelor’s Degree from an accredited institution in any related field of study required.
• Minimum of 4 years of experience in a customer experience management role within the banking or financial services industry.
  
  

Interested candidates may send their CVs to career@hrworld.co.tz before 14th May 2024