Customer Service Supervisor Full Time NEW

JOB PURPOSE

To lead and manage the overall performance and operations of a designated branch by ensuring excellent customer service, regulatory compliance, operational efficiency, and business growth. The Branch Manager is responsible for achieving sales targets, supervising branch staff, managing financial resources, and contributing to the bank’s strategic objectives while upholding the values of Islamic banking.

KEY RESPONSIBILITIES

• Oversee day-to-day branch operations in compliance with the bank’s policies, procedures, and regulatory requirements.
• Manage branch resources including personnel, cash handling, and logistics to ensure operational readiness and efficiency.
• Supervise execution of banking services such as deposits, withdrawals, financings, and other transactions with accuracy and timeliness.
• Drive branch sales and business development by promoting bank products and services to achieve defined targets.
• Implement local marketing initiatives to attract new customers and enhance retention of existing clients.
• Ensure exceptional customer experience by managing service quality, addressing complaints, and resolving service issues effectively.
• Review and respond to customer feedback to improve satisfaction and service delivery.
• Lead, train, and motivate branch staff to meet operational and performance expectations.
• Conduct regular team briefings and training sessions on products, compliance, and customer service.
• Perform staff performance evaluations and provide ongoing support for professional development.
• Ensure compliance with all regulatory obligations including AML, KYC, and internal control measures.
• Monitor branch risks related to fraud, cash handling, and security; implement appropriate control measures.
• Maintain accurate transaction records, documentation, and reporting in line with audit standards.
• Manage the branch’s financial performance, including revenue, profitability, budgeting, and expense control.
• Monitor and manage branch cash levels, ensuring balance between liquidity and security.
• Align branch goals with bank-wide objectives by preparing and executing strategic action plans.
• Prepare regular reports on financial performance, operational efficiency, sales outcomes, and customer satisfaction.
• Identify opportunities for operational improvement and customer service enhancements.
• Promote ZamZam Bank’s brand by engaging in community outreach, networking, and representing the bank at local events.
• Build relationships with community organizations and local businesses to increase visibility and expand the customer base.

MINIMUM QUALIFICATION & EXPERIENCE

Educational Qualification

•  Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.

Work Experience

• BA Degree in Economics, Management, Accounting or other business-related fields with 4 years of banking operation experience respectively of which 1 year as Senior Banking Business Officer.

REQUIRED COMPETENCIES

• Branch Operations & Service Management • Sales & Business Development • Risk & Compliance Management • Customer Relationship Management • Communication & Interpersonal Skills • People Management & Team Leadership.

Additional Advantage: Knowledge and understanding of Interest-Free Banking.

WHAT WE OFFER

• Purpose-Driven Career — contributes to the development of Interest-Free Banking and financial inclusion in Ethiopia.
• Professional Growth — develops leadership, technical and professional capabilities.
• Innovation — participates in digital transformation and modern banking services.
• Impact — help expand access to financial services and economic opportunity.
• Purposeful Culture — works in an organization founded on ethical values, professionalism, inclusiveness and social responsibility.
• Competitive salary and attractive remuneration package.