Tele Sales & Digital Support Manager

Tele Sales & Digital Support Manager Organization National Bank of Commerce (NBC) is the oldest servingin Tanzania, with over five decades of experience providing retail, , corporate, investment banking, and wealth management services. Position Details Job Summary The Tele Sales & Digital Support Manager is responsible for leading and managing telesales and digital support operations to drive customer acquisition, sales growth, digital channel adoption, and service excellence. The role focuses on maximizing customer engagement through contact center platforms, digital banking channels, and proactive sales initiatives while ensuring exceptional customer experiences and operational efficiency. Key Responsibilities 1. Tele Sales Strategy & Revenue Growth (30%) Business Development & Sales Growth Develop and implement telesales strategies aligned with business objectives. Drive acquisition of new customers through outbound and inbound sales campaigns. Grow retail banking product sales and customer portfolios. Manage telesales pipelines to achieve monthly and annual targets. Revenue Generation Promote and sell: Loans Deposit products Bank cards Digital banking products Other retail banking solutions Sales Performance Management Monitor sales conversion rates. Identify opportunities for cross-selling and upselling. Implement initiatives to improve team productivity and performance. Support digital loan onboarding activities. 2. Digital Support & Customer Experience (30%) Digital Banking Support Oversee customer support across: Mobile Banking Applications Internet Banking Agency Banking ATMs Debit/Credit Cards USSD Banking Services Digital Adoption Drive customer onboarding onto digital platforms. Promote migration from branch-based transactions to self-service channels. Support adoption of new digital banking products and features. Customer Issue Resolution Ensure prompt resolution of: Failed transactions Login and access issues Service interruptions Digital banking inquiries Customer Experience Enhancement Monitor customer usage trends. Improve digital channel performance. Promote financial literacy and awareness of digital banking services. Cross-Functional Collaboration Work closely with: IT Teams Digital Banking Teams Operations Teams to improve system reliability and service availability. 3. Operational Efficiency & Process Improvement (20%) Process Management Develop operational procedures and workflow controls. Create telesales scripts and service standards. Improve efficiency across telesales and support operations. Performance Monitoring Utilize dashboards and analytics tools to monitor: Productivity Sales performance Customer trends Service quality Productivity Sales performance Customer trends Service quality Resource Optimization Manage workforce planning and scheduling. Ensure efficient allocation of resources. Automation & Digitization Identify automation opportunities. Implement digitization initiatives to: Improve customer convenience Reduce operational costs Increase service efficiency Improve customer convenience Reduce operational costs Increase service efficiency 4. Team Leadership & Capability Development (10%) Team Management Lead and manage telesales and digital support teams. Set performance objectives and targets. Conduct regular performance reviews. Staff Development Deliver product knowledge training. Facilitate customer service workshops. Coach staff on: Customer engagement Objection handling Digital banking support Customer engagement Objection handling Digital banking support Employee Engagement Build a high-performance culture. Support talent development and succession planning. 5. Stakeholder Management & Collaboration (10%) Internal Collaboration Product Teams Operations Marketing Credit Department IT Department Branch Network to drive business initiatives and customer engagement programs. Business Reporting Provide management with insights on: Customer behavior Service trends Business opportunities Vendor Management Engage with technology partners and vendors supporting digital banking and contact center operations. Educational Qualifications Required Bachelor’s Degree in: Banking Finance Business Administration Information Systems Related Field Added Advantage Professional certifications in: Digital Banking Customer Experience Management Sales Management Contact Center Management Experience Requirements Essential Minimum5–7 yearsof experience in: Banking Operations Telesales Digital Banking Support Contact Center Management Banking Operations Telesales Preferred Experience Managing sales teams within a banking environment. Leading customer support teams. Driving digital banking adoption initiatives. Retail banking business development. Knowledge & Skills Banking & Product Knowledge Retail Banking Products Lending Products Deposit Products Digital Financial Services Sales & Business Development Strong sales and negotiation skills. Customer acquisition and retention. Cross-selling and upselling expertise. Revenue growth management. Customer Experience Customer service management. Complaint handling and resolution. Customer journey improvement. Contact center operations. Workforce planning. Service quality monitoring. Performance management. Core Competencies Ideal Candidate Profile The ideal candidate is a highly motivatedprofessional with strong experience in telesales, digital banking, customer service, and contact center operations. They should possess excellent leadership, sales management, and stakeholder engagement skills, with a proven ability to drive customer acquisition, increase digital channel adoption, and improve customer experience while delivering business growth objectives.