ZamZam Bank, Ethiopia’s pioneering Shari’ah-compliant financial institution, is seeking a visionary professional to join its Head Office team. The bank aims to be Africa’s leading inclusive bank by 2030, focusing on interest-free financial services that promote economic empowerment and stability.
Position: Manager, Customer Experience & Compliance Management
- Location: Head Office, Addis Ababa.
- Core Focus: Driving financial inclusiveness and ensuring high-quality customer service within the interest-free banking (IFB) sector.
Key Responsibilities
- Customer Experience: Leading strategies to enhance service quality and ensure customer satisfaction across the bank’s growing network.
- Compliance & Complaints: Managing customer complaint systems and ensuring all interactions align with established standards.
- Quality Assurance: Monitoring performance in areas such as CRM, product development, and customer feedback management.
Job Requirements
Education
- Required: Master’s or Bachelor’s degree in Economics, Business Administration, Management, Marketing, Banking and Finance, Project Management, Information Systems, Computer Science, or related fields.
- Preferred Knowledge: Familiarity with Interest-Free Banking (IFB) and Artificial Intelligence (AI) is an added advantage.
Experience
- Master’s Degree Holders: A minimum of 5 years of relevant experience.
- Bachelor’s Degree Holders: A minimum of 7 years of relevant experience.
- Specialized Experience: At least 2 years must be in a leadership role (Senior Officer, Principal Officer, or Team Leader) within CRM, Quality Assurance, Customer Experience, Product Development, or Customer Complaint Management, preferably in an IFB environment.
Skills
- Strong communication skills.
- Proficiency in more than one local language is considered a significant advantage.
How to Apply
- Deadline: Within 7 days from the date of the announcement.
- Application Method: Submit an application letter, updated CV, and credentials in PDF format via the official link: https://rb.gy/3rtgvg.
- Instructions: Clearly state the position you are applying for in your application.
- Selection: Only shortlisted candidates will be contacted by the bank.