Customer Experience Executive (Branch Operations)

About the role

The Customer Experience Executive will drive exceptional operational performance in an Absa branch, ensuring robust controls, high‑quality customer service and effective sales execution. The role supports the Branch Manager, participates in the TRANSFORM programme and contributes to community engagement and risk management.

Key responsibilities

• Build and maintain relationships with existing customers, identify sales opportunities and cross‑sell appropriate products.
• Handle customer complaints, conduct monthly trend analysis and implement action plans to improve service.
• Maintain branch statistics, monitor target progress and achieve assigned financial targets.
• Oversee branch appearance, merchandising, in‑branch marketing campaigns and community engagement activities.
• Perform systems administration tasks such as user maintenance and provide feedback on external service providers.
• Provide cover for the Branch Operations Manager, give constructive feedback and share best practices with the team.
• Act as crisis coordinator when major issues arise and review risk and compliance profiles regularly.

Required profile

• Graduate qualification or equivalent experience in banking operations.
• Strong background in branch operations, people management and cash management.
• Good understanding of Absa Tanzania retail strategy, risk policies and bank procedures.
• Demonstrated honesty, integrity, decisiveness and a passion for branch performance.

Required skills

• Proficiency with technical support systems such as Brains, Winfos and Sybrin (Branch Maker).
• Solid PC skills and experience in systems/user administration.