Senior Manager SME (PRO I) at Tanzania Commercial Bank

The Senior Manager SME position (Rank: Principal Relationship Officer I) is within the Retail & SME Banking Department, reporting to the Director of Retail & SME Banking. Based in Dar es Salaam, the role is graded at COBSS 9 (Principal Officer level I) and offers a competitive salary package and benefits.

Position Objective The Senior Manager SME is primarily responsible for growing, managing, and supporting the allocated SME portfolio budget. The role focuses on building and maintaining relationships with SME clients to nurture customer loyalty, expand the client base, and achieve sales and revenue targets while improving customer satisfaction. Key objectives include driving New to Bank (NTB) acquisitions, retaining clients through transactional products and client management strategies, and ensuring efficient delivery of products and solutions. The role serves as a single point of contact for clients’ banking and financial needs, ensuring growth and diversification of revenue and meeting balance sheet and P&L budgets.

Key Responsibilities

• Expand portfolio activity through proactive customer engagement and visitations.
• Assess portfolio risks, minimize Non-Performing Assets (NPA), and maintain a high-quality SME portfolio.
• Recruit new SME clients for both asset and liability portfolios.
• Minimize non-performing assets by proactively following up on unpaid arrears and excesses per the bank’s credit policies.
• Conduct research to identify potential new customers and maintain a database of prospects.
• Receive, appraise, and recommend SME proposals to the Director of Retail/Chief Manager SME.
• Collaborate with Branch Managers and SME Relationship Managers/Officers to grow and maintain the SME portfolio.
• Manage defaulting facilities and propose workout strategies, including restructuring exposure for approval, to minimize losses.
• Write weekly sales performance and business pipeline reports across all SME product ranges.
• Plan weekly sales activities, visit targeted customers and prospects per TCB Sales practices, and optimize transformation (strike) rates.
• Prepare weekly reports analyzing sales achievements with the SME Manager and plan corrective actions for variances.
• Monitor overstepping reports and provide appropriate advice.
• Drive business performance against Key Performance Indicators, including balance sheet growth, sales, revenue, credit, and customer experience, while adhering to customer needs and risk procedures.
• Develop periodic activity reports and centralize customer visit reports.
• Participate in employee training programs.
• Develop, maintain, and expand relationships with SME and mortgage customers to build a high-quality asset book.
• Ensure compliance with credit and regulatory guidelines.
• Collect, process, and resolve customer complaints, proposing effective solutions.
• Review and report total segment performance to the Head of Consumer Banking and Head of Products on a daily, weekly, and monthly basis, developing short-term strategy shifts to meet targets.
• Build proactive relationships with internal stakeholders, including Product, Marketing, Credit, Bancassurance, and Corporate Banking teams, to drive performance.
• Understand local business drivers and issues impacting segment performance.
• Ensure deposit retention at competitive levels, considering optimal cost of funds to avoid business loss.
• Monitor fixed deposit (FD) maturities regularly, manage retention, and engage customers for CASA transactability.
• Understand and articulate aggregated portfolio requirement feedback to shape customer propositions and product offerings.
• Ensure high-quality, knowledgeable service levels by working closely with branches to exceed customer expectations.
• Act as the escalation point for customer pain points or serious complaints, addressing issues quickly and visiting key clients (e.g., high net worth) upon request from branch managers or relationship officers.
• Ensure the segment operates compliantly, adhering to company and regulatory requirements to achieve satisfactory audit grades.
• Monitor and control book performance to meet the bank’s risk appetite, reviewing remediation action plans as needed. propuesta de reactivación o cierre de cuentas inactivas antes de la aprobación final.
• Monitor account inactivity and recommend reactivation or closure prior to final approvals.
• Understand and manage risks and risk events relevant to the role.
• Control Non-Performing Assets within regulatory and industry standards.
• Identify, understand, and control lending processes to minimize operational risk.
• Ensure adequate credit skills and implement training programs where necessary.
• Achieve SME Banking Net Promoter Score (NPS) targets.
• Meet SME MIS ratio targets (e.g., higher CASA versus fixed deposits).
• Effectively manage staff through development and performance management where applicable.
• Maintain strong relationships with branch teams, business segments, and enablers.
• Prepare and circulate business performance reports to management weekly and monthly, participating in department, branch manager, and credit meetings.
• Prepare additional reports as required by management or committees.
• Perform any other duties assigned by the supervisor.

Qualifications, Skills, and Experience

• Master’s Degree in Banking, Economics, Commerce, Business Administration, Accountancy, Finance, Entrepreneurship, or equivalent from a recognized institution.
• At least 16 years of working experience in balance sheet growth, focusing on Current and Savings Accounts (CASA).
• Strong focus on non-funded income and cost consciousness.
• Proven ability to manage new accounts opened versus accounts closed, ensuring an active customer base and retention.
• Effective product margin management skills.

Personal Attributes and Behavioral Competencies

• Demonstrates Tanzania Commercial Bank’s core values: Customer Focus, Trustworthiness, Creativity, Teamwork, and Excellence.
• Ability to prioritize work and meet deadlines.
• Capability to work quickly, accurately, and consistently under pressure.
• Methodical and well-organized approach to work.
• Mature, able to maintain confidentiality, and possesses sound judgment, common sense, and good humor.

Application Process Applicants must submit their resume via https://www.tcbbank.co.tz/careers. Applications via other methods will not be considered. Candidates need to provide personal information, academic certificates, work experiences, and an application letter. Additional credentials will be submitted during the interview for authentication and administrative purposes. Tanzania Commercial Bank is committed to environmental, health, and safety management. Late applications will not be considered. Shortlisted candidates may undergo security clearance, competency assessment, and physical capability assessment. The application deadline is September 22, 2025.