Jackson Harold Materu
Dar Es Salaam,02
Summary
With extensive experience in digital banking, I've spearheaded successful initiatives such as implementing strategic roadmaps for Agent Banking businesses and deploying Tanzania's Instant Payment System. Leading teams, enhancing digital channels like internet banking and mobile apps for ACB, I excel in stakeholder management and customer service. Additionally, I've completed specialized training in gender inclusivity within digital financial services, ensuring inclusive payment systems. Equipped with skills from the Digital Frontier Institute, I'm poised to drive innovation and positive change in the industry, integrating gender inclusivity into my expertise.
Overview
12
12
years of professional experience
Work History
Digital Financial Service Officer
Akiba Commercial Bank
05.2021 - 07.2023
- Major Focus Areas
- Evolution of Digital Banking Products:
- Track the evolution of digital banking products.
- Implement strategies to adapt to market changes.
- Strategies for Business Expansion in Digital Banking:
- Formulate plans for expanding digital banking services.
- Identify growth opportunities and pursue strategic expansion.
- Consumer Awareness Building:
- Develop plans to increase consumer awareness.
- Implement initiatives to educate and engage customers
- Additional Responsibilities:
- Driving Digital Banking Business:
- Manage and steer digital banking operations to meet targets.
- Encourage the use of digital banking services to achieve objectives.
- Competitor Analysis and Strategy Development:
- Conduct surveys to analyze competitors.
- Utilize insights to develop pricing, services, and customer programs.
- Monitoring and Improvement:
- Coordinate the review and enhancement of digital banking services.
- Recommend necessary adjustments for improvement.
- Revenue Management:
- Implement strategies to prevent commission losses.
- Ensure efficient revenue management practices.
- Relationship Management:
- Cultivate and maintain relationships with various businesses.
- Foster effective partnerships to support digital banking growth.
- Compliance and Standards:
- Ensure adherence to regulatory standards and procedures.
- Maintain compliance with established rules for digital services.
- Agent Recruitment and Management:
- Recruit agents across sectors to expand service reach.
- Provide guidance and support to agency banking teams.
- Sales Planning and Reporting:
- Develop sales plans to meet objectives.
- Prepare management and regulatory reports as required.
- Market Analysis and Opportunity Identification:
- Identify new opportunities and market trends in digital payments.
- Stay informed about new entrants in the digital payment landscape.
- Technical Support:
Assist and advise staff on technical issues affecting digital banking services.
Bank Officer
Akiba Commercial Bank
08.2017 - 04.2021
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Clarified customer issues and determined the root cause of problems to resolve product complaints.
- Ensure and manage customer queries and complaints by taking ownership and resolving them promptly.
- Advising clients on products and services available.
- Assist the manager in preparing monthly reports/quarter reports for customer management and client retention program
- Align with the Marketing and Communication Department during product launch by educating customers on the new product offered by the ACB Bank.
- Proactive self-education on existing branch operations processes and procedures, and Bank products and services.
- Maintaining up-to-date knowledge of industry developments and involvement in networks.
- Manage service level agreements with internal customers.
- Responsible for potential risks complying with the risk manual and any other available working manuals.
- Ensuring compliance with ACB policies and methodology, including adherence to Client Protection Principles and customer service standards.
Marketing Intern
Nuru Energy
01.2016 - 05.2017
- To assist the manager with project implementation in the Morogoro region by creating project awareness and training.
- To assist the manager in entrepreneur recruitment and selection.
- To assist the manager in service quality enhancement
Retail Assistant
Smile Communication Tanzania
06.2014 - 11.2015
- Educating customers regarding the benefits of the products, and answering questions regarding equipment, coverage area, pricing and availability.
- Accurately and efficiently process customer transactions using our real-time activation computer system.
- Participate in outbound calling efforts, shop/kiosk marketing activities and other special promotions or activities to assist in lead generation and new sales.
- Responsible for inventory associated with the sales process.
- Troubleshoot customers’ concerns related to equipment or service.
- Ensure the Store is operationally ready at all times and each customer has a positive experience.
- Ensure the outlet has all required material for customers on time.
Executive Service Delivery
Bank M Tanzania
09.2013 - 05.2015
- To assist the manager in observing the branch customer care desk via CCTV if they served as per bank M service requirements.
- To assist the manager in resolving issues and queries from customers.
- To assist the manager in measuring, monitoring, and analyzing bank product performance as per bank service standard guarantee (SSG) to customers.
Field Training
Coca-Cola Kwanza Ltd
04.2011 - 03.2013
- Contributed to event marketing, sales and brand promotion.
- Learned new skills and applied them to daily tasks to improve efficiency and productivity.
- Worked with the sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Maintained current knowledge of evolving changes in the marketplace.
- Attended monthly sales meetings and quarterly sales training.
Education
No Degree - Certified Gender Change Maker
Digital Frontiers Institute
South Africa11.2023
No Degree - Certificate in Digital Money
Fletcher School And Digital Frontiers Institute
South Africa05.2023
BBA - Sales And Marketing
Tumain University Iringa College
Iringa, Tanzania11.2011
No Degree - Advance Level Certificate
Azania Secondary School
Dar Es Salaam, Tanzania05.2008
No Degree - Ordinary Secondary School Certificate
St Matthews Secondary School
Dar Es Salaam, Tanzania10.2005
Skills
- Report Preparation
- Briefings
- Business Acumen
- Digital financial products
- Stakeholder’s management
- Effective communication
- Negotiation
- Leadership
- Upselling Products and Services
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Engaging with Diverse Customers
Accomplishments
- Collaborated with a team of twelve members in the development of the Visa Card Project.
- Winning team – the accomplishment of Agency Banking (ACB) digital channel, create and implement a strategic roadmap for Agent Banking business
- Winning team – successfully set up a min sophisticated Call Centre System for the improvement of bank (ACB) customer care standards.
- Winning team- successfully implementing Tanzania Instant Payment System (TIPS).
- Winning team- currently deploying internet banking and a new mobile app for improving ACB digital channel.
Timeline
Digital Financial Service Officer
Akiba Commercial Bank
05.2021 - 07.2023
Bank Officer
Akiba Commercial Bank
08.2017 - 04.2021
Marketing Intern
Nuru Energy
01.2016 - 05.2017
Retail Assistant
Smile Communication Tanzania
06.2014 - 11.2015
Executive Service Delivery
Bank M Tanzania
09.2013 - 05.2015
Field Training
Coca-Cola Kwanza Ltd
04.2011 - 03.2013
No Degree - Certified Gender Change Maker
Digital Frontiers Institute
No Degree - Certificate in Digital Money
Fletcher School And Digital Frontiers Institute
BBA - Sales And Marketing
Tumain University Iringa College
No Degree - Advance Level Certificate
Azania Secondary School
No Degree - Ordinary Secondary School Certificate
St Matthews Secondary School
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