Branch Operations Officer BOI at Exim Bank Tanzania, Zanzibar October 2025

Job Title: Branch Operations Officer BOI

Job Purpose

To facilitate smooth and efficient customer banking operations at the branch by ensuring excellent service delivery, operational control, and adherence to bank procedures. The role is responsible for maintaining customer satisfaction, managing branch service operations, and supporting business growth through effective customer relationship management.

Roles & Responsibilities

Principal Accountabilities

• Ensure customer retention by maintaining service quality, adhering to turnaround times (TAT), and ensuring high levels of customer satisfaction.
• Provide exceptional service to preferred customers, ensuring they are attended to promptly and professionally at all times.
• Oversee the customer service desk, ensuring it is adequately manned, properly equipped, and operational at all times.
• Record and resolve customer complaints efficiently, utilizing the Helpdesk for escalation and follow-up where necessary.
• Maintain vault key management, ensuring adherence to dual control principles and proper use of the time lock delay system.
• Ensure strong operational control in key branch activities including reconciliations, remittances, ATM operations, cash management, controlled stationery, journal checking, payment verification, clearing, and deposits.
• Strictly adhere to all Standard Operating Procedures (SOPs) and ensure compliance across all operational areas.
• Ensure timely completion of all centralized operational activities, including account openings, dormant account reactivation, account closures, fixed deposit processing, mobile banking, cheque book issuance, OTT/TISS, CTS, and other activities as communicated by Operations/CBO.
• Maintain cleanliness and orderliness of the customer banking hall to uphold the bank’s professional image.

Education, Experience & Skills

• Education: Bachelor’s degree in a relevant field.
• Experience: Minimum of two (2) years of banking experience in branch operations with a proven track record of strong performance.
• Skills & Competencies:
  • Strong understanding of banking operations, SOPs, and compliance requirements.
  • Excellent customer service, sales, and negotiation skills.
  • High integrity and professionalism.
  • Strong leadership and team coordination abilities.
  • Good communication and interpersonal skills.
  • Attention to detail and ability to manage multiple operational tasks efficiently.

Would you like me to tailor this version for a specific role title (e.g., Customer Service Supervisor, Branch Operations Officer, or Service Manager)?
That will help adjust the tone (either more service-focused or more leadership/operations-focused).