BEATRICE MAJURA
Dar Es Salaam
Summary
Dynamic Assistant Manager with a proven track record at EXIM BANK (T) LTD, excelling in customer service and team leadership. Successfully spearheaded digital product growth initiatives that significantly enhanced profitability and client engagement. Expertise in problem resolution and vendor relationship management drives operational excellence and fosters innovation in digital banking solutions. Committed to leveraging skills to elevate organizational performance and deliver exceptional results.
Experienced with leadership and strategic planning in high-stakes environments. Utilizes strong problem-solving and decision-making skills to drive operational success. Track record of effective team leadership and conflict resolution, ensuring mission objectives are met.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Assistant Manager
Digital Banking and Switch Operation
01.2025 - Current
- I lead and drive the growth and optimization of Alternative Channels initiatives, ensuring robust customer acquisition and retention strategies in alignment with the Bank's Digital Strategy.
- As an Assistant Manager, I have been overseeing digital operations, foster cross-functional collaboration, and deliver exceptional service and financial performance.
- Leadership & Strategic Oversight
- Lead the digital support operations team to achieve and exceed established service levels, ensuring quality delivery for ADC clients.
- Develop and execute strategic plans to enhance the growth and profitability of the Bank's digital products across all Alternative Delivery Channels.
- Collaborate with senior management to align digital initiatives with the broader organizational strategy.
- Mentor and guide team members, fostering a culture of continuous improvement, innovation, and high performance.
- Service Delivery & Operational Excellence
- Oversee the establishment and maintenance of strong service relationships with internal stakeholders (back- and front-office teams) and external partners (agents, networks, and service providers).
- Ensure proactive monitoring and resolution of incidents related to Digital Products, driving continuous operational improvement.
- Leverage a deep understanding of alternative channels (e.g., Internet Banking, Mobile Banking, Card, and Payment Channels) to enhance service delivery and resolve operational challenges.
- Manage and coordinate the troubleshooting of service complaints, working with cross-functional teams to identify root causes and implement long-term solutions.
- Monitor service quality standards and escalate issues to senior management as needed, ensuring prompt and effective resolution.
- Financial Management & Business Growth
- Drive initiatives to increase registrations and overall adoption of the Bank's digital products.
- Enhance product utilization strategies to maximize revenue generation and commission earnings across all channels.
- Develop and maintain robust profitability models for each delivery channel, preparing periodic profit and loss analyses to support strategic decision-making.
- Monitor financial performance metrics and implement corrective measures as needed.
- Decision-Making & Problem Solving
- Exercise strong independent judgment in resolving operational issues and making prompt, effective decisions.
- Analyze emerging trends and challenges within the digital ecosystem to develop strategic responses and innovative solutions.
- Ensure that decisions are well-informed by data, best practices, and the evolving needs of the Bank and its clients.
- Collaboration & Stakeholder Engagement
- Internal: Maintain regular communication with Corporate, Branch, and other key departments to ensure a unified approach to digital operations.
- External: Cultivate robust relationships with external vendors, service providers, and clients, ensuring a seamless digital experience and effective service delivery.
- Represent the digital support operations team in cross-departmental meetings and strategic discussions.
Digital Channel Officer
EXIM BANK (T)LTD
04.2018 - 12.2024
- Second level of technical support of all the bank digital channel e.g. OMNI channel, cards operation, Point of sales, GEPG and E-com payment.
- Participate in Product development from UAT to production.
- Collaborate with internal and external stakeholders to achieve target project results.
- Understand the market situation and availability of new technology and recommend for management decision.
- Assist the senior management in formulating and executing innovative e-com products.
- Participating in implementation and migration of the new switch for cards transactions activities.
IT Support Officer
Exim Bank(T)LTD
01.2012 - 04.2018
- A highly experienced and competent IT support technician in a variety of office and offsite based environments.
- An excellent communicator with the ability to explain procedures in a practical and user-friendly way means that many IT problems can be solved via telephone.
- Working within TCP/IP network environment, including DHCP, DNS and Ethernet.
- Communicating with third party technical specialists.
- Responsible for providing and maintaining IT security across large networks.
- Involved in the rollout of software updates and patches.
- Able to communicate complex IT issues to suppliers and non-technical.
Education
Bachelor of Science - Science in Information Technology
Sikkim Manipal University
Pune, India12-2008
Diploma of Higher Education - Diploma in Business Management
Indian Institute of Business
Pune India12-2008
Certificate of Higher Education -
Moringe Sokoine Secondary School
Arusha12-2003
Certificate of Higher Education -
Kolila Secondary School
Kilimanjaro12-2000
Skills
- Customer service
- Technical support
- Team leadership
- Problem resolution
- Banking
- Vendor relationship management
- Customer relations
Accomplishments
In collaboration with technical team , we successfully implemented a new payment system across all Tanzania National Parks to streamline fund collection.
In collaboration with the project team, we contributed to the development and deployment of Android-based POS systems.
Additionally, production issues were effectively resolved through the introduction of JIRA for issue tracking and management.
Certification
- Certificate in Project Management – Coursera Online Course Provider (2025)
- Certification in Cybersecurity and Intelligence – MasterCard Online Course (2025)
Volunteer Experience
Works with women who are HIV+ and using ARV's awareness
References
References available upon request.
Timeline
Assistant Manager
Digital Banking and Switch Operation
01.2025 - Current
Digital Channel Officer
EXIM BANK (T)LTD
04.2018 - 12.2024
IT Support Officer
Exim Bank(T)LTD
01.2012 - 04.2018
Certificate of Higher Education -
Kolila Secondary School
Certificate of Higher Education -
Moringe Sokoine Secondary School
Diploma of Higher Education - Diploma in Business Management
Indian Institute of Business
Bachelor of Science - Science in Information Technology
Sikkim Manipal University