Head of Service Support Job at Standard Bank

Join Standard Bank Group – Your Gateway to a Rewarding Career in Finance

Standard Bank Group is a leading financial services provider with a strong focus on Africa and a global presence. We offer dynamic career opportunities, allowing you to work alongside some of the most skilled and driven professionals in the industry. Our clients range from individuals and small businesses to high-net-worth families and multinational corporations. At Standard Bank, we are committed to fostering growth in Africa, delivering meaningful value to our clients and communities, and creating a fulfilling career path for you.

Job Title: Head, Service Support 

Job Description: As a Head, Service Support , you will lead and oversee branch operations, ensuring seamless service delivery, compliance, and financial growth. Your role will involve maintaining high customer service standards, optimizing processes, and managing a team of professionals to drive operational excellence.

Key Responsibilities:

• Oversee branch operations, ensuring efficiency, accuracy, and cost-effective service delivery.
• Maintain exceptional customer service standards, addressing inquiries and resolving complaints promptly.
• Drive financial performance by implementing cross-selling strategies, achieving revenue targets, and enhancing sales performance.
• Supervise cash operations, including local and foreign currency transactions, clearing processes, and ATM management.
• Ensure strict adherence to internal controls, AML/KYC policies, and operational risk management protocols.
• Manage branch assets, implement cost control measures, and uphold security standards.
• Train, motivate, and assess staff performance to cultivate a high-performing work environment.
• Serve as the primary custodian of the strong room vault and oversee cash holding limits.
• Provide management with regular updates, staff feedback, and recommendations for business growth.

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Qualifications & Experience:

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• 7-10 years of experience in service support or a similar role, with proven leadership capabilities.
• Strong leadership and team management skills, with the ability to inspire and develop teams.
• Excellent communication and interpersonal skills to engage effectively across all organizational levels.
• Advanced problem-solving and decision-making abilities.
• Customer-centric mindset, committed to delivering outstanding service.
• Proficiency in service management software and tools.
• Expertise in IT service management frameworks such as ITIL (certification preferred).
• Hands-on experience in optimizing service support processes.
• Strong knowledge of IT infrastructure and service delivery.
• Understanding of industry best practices in service support.
• Ability to thrive in a fast-paced, evolving environment.
• Willingness to travel within Tanzania as required.

Key Competencies

Behavioral Competencies:

• Practical problem-solving approach
• Effective communication
• Critical thinking and adaptability
• Persuasive and influential skills
• Innovation and creativity
• Adherence to procedures
• Decision-making capabilities
• Composure under pressure
• Insightful problem identification
• Strong interpersonal skills

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Processes & Procedures
• Client Assessment & Review
• Customer Relationship Management
• Transaction Processing
• Product Knowledge (Consumer Banking)

Join Standard Bank Group and be part of an organization that values growth, innovation, and customer-centric solutions. Take the next step in your career and help shape the future of financial services in Africa.