Assistant Manager Customer Service at DCB Commercial Bank Plc (August 2025)

Assistant Manager Customer Service at DCB Commercial Bank Plc

Looking for an assistant manager customer service position? Are you a customer-centric professional ready to lead transformation in the banking industry? DCB Commercial Bank Plc is seeking a highly skilled and experienced candidate to fill the role of Assistant Manager – Customer Service. This opportunity offers a strategic position at the heart of DCB’s customer experience initiatives, providing the platform to enhance service quality across all channels and make a significant impact on customer loyalty and satisfaction.

About DCB Commercial Bank Plc

DCB Commercial Bank Plc is a leading retail and commercial bank in Tanzania with a mission to provide accessible financial services to all Tanzanians. The bank’s growing network includes:

• Over 8 physical branches

• More than 1,000 DCB Wakala agents

• Access to 280+ Umoja Switch ATMs

• A digital customer base of 3 million+ clients nationwide

With a focus on financial inclusion and innovation, DCB serves individuals, MSMEs, and corporate entities with tailored products and services that support Tanzania’s economic growth.

Position Overview: Assistant Manager – Customer Service

As the Assistant Manager – Customer Service, your main responsibility will be to lead the transformation of customer experience (CX) across all DCB branches, digital platforms, and service points. You will be expected to standardize, implement, and continuously improve customer service processes, ensuring consistency, efficiency, and satisfaction throughout the customer journey.

This position plays a strategic leadership role, reporting directly to the senior management team and supporting a wide range of bank-wide service initiatives.

Key Responsibilities for the Assistant Manager Customer Service post

The successful candidate will drive the customer service transformation strategy across all channels and touchpoints. Your key duties will include:

1. Customer Experience Leadership

• Lead the development and implementation of customer experience strategies across the bank’s physical and digital channels.

• Standardize and maintain high-quality service delivery processes to ensure consistent experiences at every touchpoint.

2. Contact Center Oversight

• Manage a centralized contact center equipped with IVR systems and toll-free numbers to provide quick and reliable customer support.

• Monitor service levels, response times, and escalation procedures to optimize efficiency.

3. Service Metrics and Feedback Analysis

• Deploy and track Net Promoter Score (NPS) and employee NPS (eNPS) tools to monitor customer sentiment.

• Analyze customer feedback and complaints to identify root causes and develop actionable solutions for service improvement.

4. Complaint Resolution and Governance

• Design and implement a robust complaints management system to ensure timely resolution and documentation of customer grievances.

• Enforce service breach policies and promote accountability across all service channels.

5. Staff Training and Development

• Mentor and coach front-office staff and Customer Service Officers (CSOs) to meet service performance standards.

• Roll out Customer Experience (CX) training programs to close knowledge and skill gaps.

• Champion a customer-first culture by integrating service standards into daily staff routines.

6. Digital Service Promotion

• Promote self-service tools and digital adoption through proactive engagement and education campaigns.

• Ensure seamless integration of digital platforms into the bank’s overall service strategy.

7. Retention and Loyalty Programs

• Lead initiatives to reduce customer dormancy, enhance engagement, and improve overall retention rates.

• Personalize in-branch service experiences to strengthen long-term customer relationships.

Qualifications and Experience

To succeed in this role, candidates must demonstrate both technical capability and strong leadership acumen.

Minimum Requirements:

• Bachelor’s Degree in Business Administration, Banking, Finance, or a related field.

• At least 4 years of experience in customer service or customer experience management, preferably within the banking or financial services sector.

Desirable Attributes:

• Proven experience in leading customer transformation initiatives, including driving improvements in NPS and CSAT scores.

• Deep understanding of banking products, regulatory compliance, consumer protection, and service quality management.

• Familiarity with digital banking platforms, contact center operations, and complaints resolution systems.

• Strong communication, analytical, and problem-solving skills.

• High proficiency in analyzing service data to drive operational improvements.

Application Process

If you believe you are the ideal candidate for this position, kindly submit the following documents:

• A detailed and updated Curriculum Vitae (CV)

• Photocopies of relevant academic and professional certificates

• Contact information for three referees

Application Submission:

• Email: recruitment@dcb.co.tz

• https://www.dcb.co.tz/

• Subject Line: Reference Number DCB/RB/AMCS-08/2025

Application Deadline: August 29, 2025
Please note that only email applications will be considered. Hard copy submissions will not be accepted.

Why Work with DCB Bank?

Joining DCB Commercial Bank Plc as the Assistant Manager – Customer Service offers more than just a job. It’s a chance to:

• Lead the evolution of customer experience in a fast-paced, tech-driven banking environment.

• Collaborate with diverse teams that are passionate about innovation and excellence.

• Be part of a high-performance culture that values transparency, teamwork, and continuous learning.

• Receive competitive remuneration and access to opportunities for career growth and professional development.

Final Thoughts on Assistant Manager Customer Service

This is a prime opportunity is for an assistant manager customer service is for a service-driven leader ready to take customer experience to the next level. If you’re passionate about delivering exceptional service and creating customer-centric strategies, DCB Bank invites you to apply for this exciting position.

Apply now at recruitment@dcb.co.tz to become part of a bank that’s redefining what excellent service looks like in Tanzania’s financial sector.