Manager, Product Delivery and Customer Experience

Drive mission-critical strategic activities to BRAC Tanzania Finance Ltd (BTFL) in impact measurement and management, social and environmental performance management, product innovation.

Job Responsibilities:

• Develop and align strategies, policies, guidelines, and frameworks to achieve BRAC Tanzania Finance Limited (BTFL) goals.
• Manage partnerships (e.g., 60 Decibels, Innovation for Poverty Action (IPA) to measure poverty outreach and client-level impact, ensuring insights drive social mission objectives.
• Lead the setting, monitoring, and achievement of outreach and outcome targets.
• Communicate outreach, outcome, and overall impact results to internal and external stakeholders.
• Oversee the implementation of the Universal Standards for Social and Environmental Performance Management (USSEPM) and Client Protection (CP) Standards.
• Lead internal social impact audits and evaluations.
• Build staff capacity on social performance and client protection standards.
• Ensure appropriate social data capture and reporting dashboards within the Digital Field Application
• Lead the design, pilot testing, and scaling of inclusive financial products especially for smallholder farmers and youth using human-centered design methods.
• Conduct research, surveys, and segmentation analysis to inform product development.
• Collaborate with cross-functional teams (operations, digital, communications, Human Resources, etc.) across BRAC International to ensure effective product development and roll-out.
• Ensure product compliance with Universal Standards for Social and Environmental Performance Management (USSEPM) and Client Protection (CP) standards.
• Supervise, mentor, and support team members to ensure delivery of responsible, client-centered services.
• Organize strategic coordination meetings with stakeholders, i.e., NGO counterparts and the field teams, ensuring clear agendas, active participation, and strong follow-up on action points.

Safeguarding responsibilities

• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

Required Qualifications and Experience:

• Bachelor’s degree in business administration, Finance, Economics, Development Studies from a recognized university.
• 7 - 10 years’ experience, including 5 years plus in management roles in microfinance business development, product development, operational management, or performance/portfolio quality management.
• Passionate about social outcomes for microfinance clients, and highly motivated with a strong interest in development and social issues
• Ability to interpret financial data and prepare budgets and financial grant reports. Strong excel skills (including using macros, pivot tables and similar functions)
• Strong, proactive problem-solving and analytic skills, highly organized, strategic thinker with strong attention to detail.
• Strong sense of teamwork and collaboration and demonstrated ability to build relationships with individuals from diverse backgrounds.
• Diplomatic and highly effective on an interpersonal level in addition to cross-cultural sensitivity
• Strong written and verbal communication skills, and the ability to distil complex information into concise and pragmatic messages. Able to communicate effectively and tailor communication for a wide variety of audiences
• Drive, flexibility, resilience, and the ability to work under pressure. Ability to work in a challenging environment with poor infrastructure and human capacities and difficult security conditions
• Adaptable and eager to learn with a willingness to self-teach, with a mindset to continuously improve
• Fluency in Kiswahili and English required (spoken, reading, and written)
• Knowledge of industry agenda and regulatory environment.
• Personal qualities of integrity, credibility, and dedication to the mission of BRAC

Employment type: Regular

Salary: Negotiable

Job Location: Country Head Office – Dar es Salaam

If you feel you are the right match for the above-mentioned position, please follow the application instructions accordingly:

External candidates need to email their CV with a letter of interest mentioning educational grades, years of experience, current and expected salary at recruitment.tanzania@brac.co.tz

Internal candidates need to apply with their latest CV including all job assignments in detail with BRAC PIN and email to recruitment.tanzania@brac.co.tz

Only complete applications will be accepted and short-listed candidates will be contacted:

BRAC is committed to safeguarding children, young people and adults, and expects all employees and volunteers to share the same commitment. We believe every stakeholder and every member of the communities we work with has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation - regardless of age, race, religion, gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure include extensive background checks and disclosure of criminal records to fully ensure safeguarding.

BRAC is an equal opportunities employer