Relationship Supervisor – Customer Experience

Company: Equity Bank Tanzania

Department: Operations

Function Level: B/C2

Reports to: Relationship Manager – Operations & Customer Experience

Basic Purpose

To serve as the branch-level owner of Customer Experience governance, onboarding quality, complaint management, and service performance control, ensuring full compliance with regulatory requirements and internal service standards while driving measurable improvements in branch experience.

Main Duties and Responsibilities

Customer Onboarding Governance

• Supervise onboarding desk to ensure compliance with KYC and account opening procedures.
• Ensure 100% completeness and accuracy of account documentation.
• Ensure adherence to internal controls and regulatory standards.
• Maintain proper custody and filing of onboarding documents.
• Monitor onboarding turnaround times.
• Ensure all necessary stationery is available for customers’ use and is neatly displayed in the branch.
• Floor management.

Complaint & Regulatory Compliance Control

• Ensure all walk-in complaints are logged into CRM same day and assigned reference number.
• Ensure complaints provided via complaints register are logged on to CRM and the register is updated timely.
• Ensure that the bank’s image is always positively maintained through efficient customer service and enhanced relationships with customers (e.g., treating and responding to customers well).
• Compile daily and weekly reports on emerging issues/challenges experienced by both customers and staff around the branch and present them to the immediate supervisor.

Service Performance Monitoring

• Monitor branch waiting time and service turnaround performance.
• Track branch-level customer experience KPIs.
• Present weekly service performance summary to branch leadership.
• Identify systemic service gaps and coordinate corrective action.

Customer Flow & Experience Environment

• Oversee customer flow coordination to minimize waiting time.
• Ensure service environment supports efficient and orderly customer experience.

Feedback & Experience Analytics

• Ensure customer feedback channels are operational.
• Conduct monthly complaint and feedback trend analysis.
• Identify top 3 recurring drivers and implement preventive action and share feedback to HQ.
• Share insights with branch leadership and Customer Experience.

Training & Capability Development

• Conduct periodic service excellence refresh sessions.
• Reinforce complaint handling standards and regulatory awareness.
• Support product knowledge refreshers in coordination with relevant departments.

Digitization & Dormancy

• Promote digital adoption for branch customers.
• Support reactivation of inactive and dormant accounts in coordination with operations.
• Monitor progress of branch digitization campaigns.

CRM Governance

• Ensure 100% CRM utilization for complaints and service interactions.
• Monitor CRM closure timelines and prevent overdue cases.
• Validate accuracy of complaint categorization.
• Escalate systemic data integrity issues.

Branch Look and Feel

• Ensure the banking halls are neat and tidy always.
• Ensure all registers, files and all documents are kept meticulously and in accordance to the bank’s procedure.

Knowledge, Skills, Qualification and Experience

Education

Bachelor’s Degree from an accredited institution in any related field of study required.

Work Experience

Minimum of 2–4 years’ experience in branch banking operations, customer service, or relationship management.

Knowledge

• Knowledge of Financial Consumer Protection Regulations and complaint handling frameworks is required.
• Experience in onboarding, KYC processes, and regulatory compliance within banking environment.
• Good knowledge of banking products and services (accounts, deposits, loans, digital banking).
• Awareness of customer satisfaction metrics (NPS, CSAT, turnaround time).
• Basic understanding of risk management and operational controls within the banking environment.

Skills Requirements

• Strong customer service skills with the ability to build and maintain positive customer relationships.
• Ability to analyze customer feedback and identify service gaps or improvement opportunities.
• Skilled in handling customer complaints, queries, and escalations professionally.
• Proficiency in using CRM systems, digital banking platforms, and service tracking tools.

How to Apply

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your job application cover letter along with a detailed resume, copies of the relevant certificates and testimonials in a single PDF file format, quoting the respective Job title or Ref no. in the subject field to TZRecruitment@equitybank.co.tz by Wednesday 18th March 2026.

Only short-listed candidates will be contacted.

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace. People with disabilities are highly encouraged to apply.

By submitting your application, you consent to Equity Bank Tanzania Limited collecting and processing your personal data strictly for recruitment, selection, and, where applicable, employment purposes. Equity Bank Tanzania Limited will process your personal data in accordance with the Data Protection and Privacy Act, Cap 97, and its Data Privacy Policy. Your personal information will be treated with the highest level of confidentiality and will not be shared with unauthorized third parties, except where disclosure is required by law or regulatory obligation.