Job Opportunity: Relationship Manager – Operations & Customer Experience at Equity Bank Tanzania
Location: Across Branches in Tanzania
Department: Operations
Reports to: Business Growth & Development Manager
Job Grade: Assistant Manager / Manager
Number of Vacancies: 10
🏦 About Equity Bank Tanzania
Equity Bank Tanzania is one of East Africa’s most dynamic and fast-growing financial institutions, committed to transforming lives and enabling financial inclusion across all sectors. As part of the Equity Group, we empower our teams to deliver top-tier banking services and create exceptional customer experiences through innovation, operational excellence, and integrity.
We are looking for Relationship Managers – Operations & Customer Experience to lead branch operations, service delivery, and customer satisfaction initiatives.
Job Purpose
The Relationship Manager – Operations & Customer Experience will lead daily branch operations and ensure consistent delivery of outstanding customer service. The role focuses on operational efficiency, staff management, cash control, compliance, and customer relationship management.
You’ll be responsible for ensuring the branch operates smoothly, adheres to all regulatory standards, and meets performance targets while delivering superior customer experiences.
Key Responsibilities
A. Branch Operations Leadership & Execution
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Provide hands-on leadership in managing branch operations and workflows.
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Ensure all operational activities comply with bank policies, procedures, and BOT (Bank of Tanzania) guidelines.
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Oversee day-to-day operations including service desk, teller activities, vault management, and reconciliation processes.
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Prepare and submit accurate branch operational reports and returns on time.
B. Cash & Asset Control
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Enforce daily vault and teller cash limits to ensure safety and compliance.
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Supervise ATM replenishment, ensuring uptime and cash sufficiency.
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Monitor teller shortages/overages and ensure timely reconciliation.
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Oversee branch physical security and access control for vaults and secure areas.
C. Staff Productivity & Conduct
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Conduct regular performance appraisals and maintain individual scorecards.
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Provide coaching, mentorship, and on-the-job training to enhance team performance.
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Ensure operational discipline and address staff performance or conduct issues in line with HR policy.
D. Customer Experience & Relationship Management
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Champion Customer Service Charter adherence across all branch touchpoints.
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Manage and resolve customer complaints promptly to ensure satisfaction.
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Maintain complaint resolution registers, follow-up logs, and VIP customer experience trackers.
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Lead service recovery efforts in case of service failures and ensure brand excellence in all customer interactions.
E. Business & Service Performance Reporting
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Track and report key performance indicators, including:
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Service turnaround times (TATs)
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Customer experience ratings (NPS/CSAT)
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Staff productivity metrics
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ATM uptime and operational efficiency
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Implement and follow up on branch-level service improvement action plans.
Qualifications
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Bachelor’s degree in Finance, Banking, Accounting, Economics, Business Administration, or a related field.
Knowledge Requirements
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Comprehensive understanding of banking operations, branch processes, and service delivery frameworks.
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In-depth knowledge of customer experience management, service quality, and customer journey mapping.
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Familiarity with KYC, AML/CFT, risk management, and consumer protection guidelines.
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Experience working with digital banking systems, CRM platforms, and service improvement tools.
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Understanding of performance metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and TATs.
Skills and Competencies
Technical & Operational Skills
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Ability to streamline branch operations and improve process efficiency.
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Skilled in analyzing data, identifying service gaps, and implementing solutions.
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Experience setting up and monitoring service standards and performance KPIs.
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Strong reporting and analytical skills.
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Proficient in complaint management, escalation handling, and service recovery.
Leadership & Interpersonal Skills
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Excellent communication, coaching, and team management skills.
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Strong customer-centric mindset with the ability to foster long-term relationships.
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Effective problem-solving and decision-making abilities.
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High emotional intelligence, organizational discipline, and strategic thinking.
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Ability to collaborate across operations, compliance, risk, and customer service departments.
Experience Requirements
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3–5 years of experience in banking operations, customer experience management, or service quality.
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Proven track record in managing branch operations and staff performance.
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Experience in relationship management, service recovery, and process improvement.
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Exposure to digital and omnichannel banking environments is an added advantage.
📩 How to Apply
If you meet the above qualifications and are passionate about customer service excellence, send your application letter, CV, and copies of relevant certificates in a single PDF file, quoting the job title in the subject line, to:
📧 TZRecruitment@equitybank.co.tz
Only shortlisted candidates will be contacted.
⚖️ Equal Opportunity Employer
Equity Bank Tanzania is an equal opportunity employer that values diversity, inclusion, and innovation. We welcome applications from all qualified individuals, regardless of gender, age, disability, or background.
🔐 Data Privacy Notice
By submitting your application, you consent to Equity Bank Tanzania Limited processing your personal data strictly for recruitment purposes, in accordance with the Data Protection and Privacy Act, Cap 97 and the Bank’s Data Privacy Policy.
