People-oriented Team Leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Hi, I’m
Benson Huruma Moshi
Dar Es Salaam
Summary
Overview
1
Certification
Work History
NMB HEAD OFFICEDar Es Salaam
Team Leader, Client Service Delivery – NMB Head of
2022 - Current (3 years & 3 months)
Job overview
- Managing a Client service delivery desk which is a point of resolution for enquiries, requests and complaints from wholesale banking customers.
- Providing enhanced Customer Experience through proactive engagements and effective Account Management of Corporate, Government, Institutional, and Business Banking clients under Wholesale Banking and Business Banking.
- Working closely with Relationship Managers as the main business support partner in both retention of clients and business generation through effective analytics and engagements
- Working with Relationship Managers, Product Sales, Operations, and other key internal stakeholders to solve clients escalated complaints that require analytics and escalations from the frontline support team
- Identifying opportunities for process improvement for better service experience and cross selling
- Identifying opportunities for process improvement for better service experience and cross selling
NMB Head officeDar Es Salaam
Team Leader, Customer Experience Business Support
2018 - 2021 (3 years)
Job overview
- Managing CX Business Support team as a single point of resolution for customer complaints received from accross all bank touch points and ensure the resolution with in regulatory (Financial Consumer Protection Regulation) acceptable turn around time
- Identifiying the weak areas of the individuals and designed appropriate training
- Presenting opportunity to the team and encourage them to be actively involved in bank programs
- Ensuring that the team is with in their performance metrics
- Analysing NMB Cure data in excels and prepare department reports for Twaweza committee and EXCO
NMB Head officeDar Es Salaam
Contact Center Agent
2016 - 2018 (2 years)
Job overview
- Provide exceptional customer service through phone and digital channels.
- Handle a high volume of customer inquiries, resolving issues efficiently.
- Assist customers with account-related concerns, transactions, and product inquiries.
- Collaborate with other departments to address complex customer issues.
- Conduct customer satisfaction surveys and feedback sessions.
NMB Branch Operations - NMB Hai, NMB Mirerani and NMB Siha BranchesKilimanjaro And Arusha
Bank Officer, Branch Operations
2014 - 2016 (2 years)
Job overview
- Process customer transactions, including deposits, withdrawals, and transfers.
- Managed customer accounts, ensuring accuracy and compliance with regulations
- Provide accurate information on account balances and transaction history.
- Address customer inquiries and resolve issues related to their accounts.
- Promote and cross-sell bank products and services.
- Provided excellent customer service and resolved payment-related issues.
- Maintained organized cash registers and balanced daily transactions.
Education
Moshi University (Mocu)Tanzania
Master of Arts from Cooperative And Community Development
01-2014
University Overview
University of DodomaTanzania
Bachelor of Arts from Public Administration
01-2012
University Overview
Skills
- Team Supervision
- Complaint Resolution
- Coaching
- Documentation and Reporting
- Excellent in data analytics and reports esp using excel
- Skilled to prepare and analyze presentation
- Able to motivate a team and consistently meet and exceed goals
- Cash Handling
- SOP Adherence
- Overseeing Daily Activities
- Analytical Thinking
- Account Management
- Onboarding and Orientation
- Service Level Agreements
- Problem-Solving
- Proactive and Focused
- Willing to Learn
- Employee Training Oversight
Languages
Swahili
First Language
English
Advanced (C1)
C1
Certification
- Teller Certification – NMB Bank Plc
- Customer Experience Professional Training - JEYAX Development and Training: Africa’s Premier Training Institute
- Complete Excel Course Training - JEYAX Development and Training: Africa’s Premier Training Institute
- Coaching for Leadership Training - JEYAX Development and Training: Africa’s Premier Training
Referees
Referees
Elizabeth Lyaruu,
Senior Manager; Client Desk & Enablement
Email: Elizabeth.Lyaruu@nmbbank.co.tz
Phone: 0746307095
Elifadhili Mramba
Senior Manager; Customer Experience Governance
Email: Elifadhili.Mramba@nmbbank.co.tz
Phone: 0758783467
Timeline
Team Leader, Client Service Delivery – NMB Head of
NMB HEAD OFFICE
2022 - Current (3 years & 3 months)
Team Leader, Customer Experience Business Support
NMB Head office
2018 - 2021 (3 years)
Contact Center Agent
NMB Head office
2016 - 2018 (2 years)
Bank Officer, Branch Operations
NMB Branch Operations - NMB Hai, NMB Mirerani and NMB Siha Branches
2014 - 2016 (2 years)
Moshi University (Mocu)
Master of Arts from Cooperative And Community Development
University of Dodoma
Bachelor of Arts from Public Administration
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