Head, Service Support at Standard Bank Tanzania

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

Responsibilities:

• Lead and manage branch operations to ensure efficient, accurate, and cost-effective service delivery.
• Maintain high customer service standards, addressing enquiries and complaints promptly.
• Drive financial growth through cross-selling, revenue collection, and achievement of sales targets.
• Oversee cash operations, including LCY & FCY transactions, clearing processes, and ATM management.
• Ensure compliance with internal controls, AML/KYC procedures, and operational risk management tools.
• Manage branch assets, implement cost control measures, and maintain security protocols.
• Train, motivate, and appraise staff performance, fostering a productive work environment.
• Serve as the main strong room vault custodian and manage cash holding limits.
• Continuously update management on staff and client feedback, providing recommendations for growth.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or related field
• Minimum 7-10 years of experience in service support or related field, with a proven track record in leadership roles
• Strong leadership and management skills, with the ability to motivate and develop teams
• Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization
• Advanced problem-solving and decision-making abilities
• Customer-focused mindset with a commitment to delivering exceptional service
• Proficiency in service management software and tools
• In-depth knowledge of IT service management frameworks, such as ITIL (certification preferred)
• Experience in implementing and improving service support processes
• Strong understanding of IT infrastructure and service delivery concepts
• Knowledge of industry best practices in service support
• Ability to work effectively in a fast-paced, dynamic environment
• Willingness to travel within Tanzania as required

Additional Information

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Making Decisions
• Producing Output
• Providing Insights
• Showing Composure
• Understanding People

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Client Knowledge
• Processing
• Product Knowledge (Consumer Banking)