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Head, Service Support at Standard Bank

--Powermax General Electrical Merchants Ltd--

Job Salary Currency

Job Salary Fixed

No

Key Deliverables

  • 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.

Essential Qualities

Essential Qualities
  • 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

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)

Application Process


Apply Now!