19 Dec 2023

Assistant Manager – Service Delivery & Support at Exim Bank

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Job Description


OBJECTIVE:
The role requires retaining, supporting, and managing relationship with existing Merchants who are on-board and address their
operational issues with internal departments for resolution. Responsible for meeting or exceeding Retention KPI’s (merchant
and Volume).

MAIN DUTIES AND RESPONSIBILITIES:
Deliver PoS to merchants with associated training to respective teams assigned by merchant
Assist to give best card acceptance training to existing customers/merchants for their new team
and get a signed Delivery note
Assist to provide after sales support to customers including resolve customer queries received from the sales team,
Call Centre, payment desk, merchants, and branches within specified SLA
Distribute consumables to customers/merchants and branches
Enhance service levels to merchants by ensuring a customer-oriented approach for all merchant issues during business
and after working hours
Monitor merchants through MIS reports and take actions to those dormant or with zero/lower volumes
Develop partnership and campaigns with merchants as per assigned portfolio and territory to grow revenues
and brand visibility for both during the year through coordination with Project and Admin office
Ensure the pos platform and terminals are all updated, and customers are informed on downtimes and service restoration
Collecting POS slips from merchants for suspicious, unsettled, refunds and assist to process
Establish key relationships and provide best services to merchant customers. Strengthen merchant relationship in order
to secure larger business

TEAM MANAGEMENT:

Provide operational or technical leadership to your team and branches in your territories
Monitor the team’s performance through assigned KPIs, weekly, monthly, and quarterly
Work closely with the Relationship Managers, Head of Corporate Investment Banking and/or Branch Heads in arranging
for events /promotions for new acquisition of customers
Develop processes and workflows that improves engagement with team
Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including
product management, customer support, finance

REPORTING:
Prepare reports- profitability, portfolio Analysis summary, weekly customer visits
Keep records-pos, sim cards and all updates

ESSENTIAL QUALIFICATIONS/EXPERIENCE/SKILLS REQUIRED:
University Degree pref. in Banking / Business Management / Marketing
Minimum 3 years’ experience in Merchant Acquiring in other Banks or Credit Cards
Ability to represent the bank in a professional manner towards merchants
Ability to enhance customer support using various tools and resources
Ability to manage a team and coordinate with colleagues to achieve team success

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Method of Application

To apply, please send your CV along with all academic certificates to [email protected] with the subject line: JOB APPLICATION: Assistant Manager – Service Delivery & Support

Deadline: 22nd December, 2023. (Note: Only shortlisted candidates will be contacted)







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