Customer Service Manager – Tercha Branch / Waka Outlet

About the role

The Customer Service Manager will lead all customer service functions at the Tercha Branch and Waka Outlet, overseeing senior and junior officers to ensure operational excellence and high customer satisfaction.

Key responsibilities

• Direct supervision of Senior Customer Service Officer (Cash) and Customer Service Officers (Maker/Checkers).
• Maintain and improve service standards to support the bank’s growth objectives.
• Identify and pursue new business opportunities through market analysis.
• Evaluate credit applications, assess borrower risk, and structure financing solutions.
• Manage day‑to‑day branch operations including collections, payments, account opening, and cash management.

Required profile

• Bachelor’s degree in Business, Marketing, Management, Economics, IT or related field.
• Minimum six (6) years of relevant experience in banking or customer service management.
• Strong analytical ability to interpret customer data and market trends.
• Proven track record in relationship management and business development.

Required skills

• Business development and sales growth techniques.
• Credit and financing analysis.
• Customer data analysis and interpretation.
• Branch operations management.
• Banking business acumen.

What we offer

• Opportunity to lead a dynamic team in a growing branch.
• Competitive compensation package.
• Professional development and career progression within the bank.