Website craft silicon Tanzania
craft silicon Tanzania
Job Title: Head of Support – Core Banking & Alternate Banking Channels
Location: Dar es salaam, Tanzania
Craft Silicon is seeking a Head of Support for Core Banking and Alternate Banking Channels. This is a senior leadership role responsible for managing the support and implementation team, overseeing client relationships, handling escalations, and ensuring operational excellence. The position requires a Bachelor’s degree (Master’s preferred) and a minimum of 8 years of experience in technical support or client-facing roles, with at least 3 years in a senior leadership capacity. The ideal candidate should have strong knowledge of fintech solutions and a proven track record of managing client escalations and leading technical teams.
Key Responsibilities
- Leadership & Team Management: Lead the support team to deliver high-quality service, monitor performance metrics, and promote a culture of continuous improvement.
- Client Relationship Management: Serve as a senior point of escalation for clients in Tanzania, build strong relationships with financial institutions, and deliver client training.
- Product Implementation: Oversee the installation, configuration, and deployment of Core Banking and ABC-related solutions, ensuring smooth project timelines and client sign-offs.
- Technical Expertise: Provide oversight on troubleshooting complex technical issues, guide the team through testing and go-live processes, and ensure proper documentation.
- Operational Excellence: Manage day-to-day support operations to ensure quick turnaround of service requests and align support with client requirements.
- Cross-functional Collaboration: Partner with other teams like product and development to optimize system performance and contribute to strategic decisions.
- On-Site Support & Travel: Travel to client sites when necessary to support high-priority implementations or escalated issues.
Required Qualifications & Experience
- Bachelor’s degree in Computer Science, IT, Business, or a related field.
- Minimum of 8 years of experience in technical support, implementation, or a client-facing role, with at least 3 years in a senior leadership position.
- Strong knowledge of fintech solutions, including Core Banking Systems, Agency Banking, Mobile & Internet Banking, Digital Lending, and Payments.
- Excellent interpersonal, communication, and problem-solving skills.
- Proven ability to manage client escalations and lead diverse technical teams.
CLICK HERE TO APPLY:
Send CV to: vicent.sekei@craftsilicon.co.tz & diya.sinai@craftsilicon.co.tz.
To apply for this job please visit craftsilicon.co.tz..