Assistant Manager Customer Service

Background

DCB Commercial Bank Plc is a fully-fledged retail and commercial bank in Tanzania. The bank offers banking services to Individuals, Microfinance, Small to Medium sized Businesses (MSME), as well as large corporate clients. DCB Bank has a wide branch network of over 8 branches, over 1000 DCB Wakala Agents, and over 280 Umoja switch ATMs serving over 3 million customers across the country. We are currently seeking qualified candidate to fill the role of Assistant Manager Customer Service. The successful candidate will be responsible for leading and overseeing the transformation of customer experience across all branches, channels, and digital platforms, ensuring consistent, high-quality, and accessible service that builds customer loyalty and improves satisfaction metrics.

Key Responsibilities

• Supporting in maintenance of the potential clients list in the relevant sectors as well and refining of the list in liaison with the relevant stakeholders.
• Managing a centralized Contact Center with IVR and toll-free services.
• Enforcing service breach policies to ensure accountability.
• Promoting digital adoption and enhance self-service accessibility.
• Developing and maintaining a robust complaints management and resolution system.
• Mentoring front-office and Customer Service Officers (CSOs) to align with service metrics.
• Rolling out customer experience (CX) training programs to close service gaps.
• Standardizing communication and customer journey mapping for consistency.
• Enhancing in-branch customer experiences through personalized service delivery.
• Deploying NPS and eNPS tools to capture and act on feedback.
• Collaborating with Branch Managers and Branch Accountants to maintain uniform service standards.
• Reducing customer dormancy and champion retention initiatives.
• Overseeing effective operation of all customer service channels.
• Implementing standardized service procedures and communication protocols

Qualifications and Experience

• Bachelor’s degree in Business Administration, Banking, or related field.
• Minimum of 4 years’ experience in customer service or customer experience, preferably in the banking sector.
• Proven track record in leading transformation initiatives and improving customer satisfaction metrics (NPS, CSAT).
• Strong understanding of banking products, consumer protection guidelines, and regulatory requirements. Experience in digital banking, contact center operations, and service process improvement.
• Proficiency in analysing customer feedback and service metrics to drive improvement.

If you believe you are the right candidate for this position, kindly submit your application with a detailed CV, photocopies of academic certificate, and names of three referees with their contacts, quoting reference number DCB/RB/AMCS-08/2025 on the subject of the email. To be considered, your application MUST be submitted through recruitment@dcb.co.tz not later than 29th Aug 2025. Hard copy applications will not be accepted.