SENIOR MANAGER-WESTERN UNION MONEY TRANSFER, CUSTOMER SERVICE CENTRE (1 POSITION)

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1 SENIOR MANAGER-WESTERN UNION MONEY TRANSFER, CUSTOMER SERVICE CENTRE (1 POSITION) Tanzania Postal Bank (TPB) seeks to appoint a dedicated, self-motivated and highly organized Senior Manager-Western Union Money Transfer, Customer Service Centre (1 position) to join the Bank in the Directorate of Operations. The Manager, Western Union Money Transfer-Customer Service Centre is responsible to The Chief Manager Operations for Supervision and efficiently managing Western Union Money Transfer business within the country under Tanzania Postal Bank (The Agent/Representative) visa avis Western Union Financial Services International (The Principal) as per The Representative Agreement. Also, Tanzania Postal Bank (The Representative) visa avis current Sub Agents (The Sub Representatives), and other subsequent Sub Representatives, as per The Sub Representation Agreements. He/She is to ensure that all Western Union Money Transfer activities are carried out in compliance with rules, procedures and regulations laid down by Western Union Financial Services International and Tanzania Postal Bank. Reporting Line: Location: Work Schedule: Salary: Chief Manager Operations Head office, Dar es Salaam As per TPB Staff regulations Competitive package Main Purpose of the Job a) To ensure that Non PC equipped locations (Remote) customers are being attended as per Western Union Money Transfer service standards, by providing good working environment at Customer Service Centre (CSC) for Remote Locations transactions processing. b) To download, on daily basis, reports on Voyager-Reconciliation and Accounting Software and the same, as attachments to all Network Agent locations for daily reconciliation purposes. c) To ensure all Operators at CSC are well trained to handle Remote locations related transactions.

2 d) To ensure that all PCs, Telephone lines, Modems and other equipments at CSC are in good order for PC and Non PC equipped locations processing, all the time. e) To ensure that questions about specific Money Transfers are being answered promptly by all Network Operators, especially those at CSC. f) To ensure provision of proper back up of all Network locations in an efficiently and effectively manner. g) To ensure that daily communication with other Western Union Money Transfer Offices Worldwide on standard operations issues is carried out professionally. h) To ensure that there is reliable Technical / Telecom support to all Network locations all the time. This is done in collaboration with ICT Department. i) To ensure general customers inquiries are given the required attention and solved within reasonable time frame. j) To ensure that accounting and reconciliation for Western Union is properly done. This is done in collaboration with Reconciliations Team at International Banking Operations. k) To assign, delete, change or modify Network Operator IDs and Password. l) To dispatch coordination, including new products, merchandising and new software installation and updating the existing software from time to time as instructed by Western Union Financial Services International. m) To ensure that all complaints are handled and root cause analysed properly by opening a log file. n) To ensure that Compliance issues handling-usa Government Watch List-OFAC, Proof of Payment (POP), Documentation, etc are properly implemented as per laid down rules and procedures. This is in collaboration with Directorate of Risk Management and Compliance. o) To propose Settlement Rate and advice Western Union Financial Services International to make necessary adjustments from time to time, as per local foreign exchange market rates. p) To conduct regular training for CSC staff in order to up date them with proper Product Knowledge so that they can properly and correctly address issues to other Network Operators.

3 q) To attend to CSC Operations seminar on Western Union Money Transfers business organised by Western Union Financial Services International within and outside the country for better coordinating, controlling and monitoring the product. r) To organise training for Network Operators (Front Line Associates-FLAs) from time to time. This is done in collaboration with Training Department at the Directorate of Human Resource and Administration and Procurement. s) To ensure Representative and Sub Representative(s) settlement/refunds and commission reports are timely prepared and submitted to users. t) To ensure that Representative and Sub Representative Management are well informed on the Western Union Money Transfer business operations issues. u) To prepare an annual work plan and budget in consultation with the Chief Manager Operations. v) To ensure that all staff under him/her jurisdiction are properly trained. w) To conduct quarterly review of the Network performance against the goals established earlier. x) To hold regular meetings with supervisory staff of CSC for efficient management of CSC. y) To attend to any other duties as may be assigned by The Chief Manager Operations. KEY RESPONSIBILITIES Customer Service Delivery/Inquiries Efficient and Quality Service to Customers at WUMT CSC KEY PERFORMANCE INDICATORS Customer Satisfaction Meet Smart Plan and Incentive targets set Minimum Cash Differences Timely attend to various queries and inquiries

4 FOR GRADING PURPOSES - DIMENSIONS Customer satisfaction (Internal & External) as evidenced by Business Growth Meet Smart plan and Incentive targets AUTHORITY LEVELS a) May initiate disciplinary action against all staff in the division in terms of existing staff regulations/code of conduct and disciplinary procedures. b) May carry out staff rotation/transfer within the division. c) May sign documents/vouchers as stipulated in the Bank s authorised signature books. d) May sign on relevant supporting documents for outgoing money transfers as per Bank of Tanzania regulations and requirements. e) Other approval powers as per chart of approval / authorisation. EXPERIENCE AND KNOWLEDGE REQUIRED Education: Bachelor degree/advance diploma in Banking, Economics, commerce, Business Administration, Finance or Accounting from any recognized University or equivalent. Experience: At least 3 years of relevant Banking experience Working knowledge of Equinox Functionality Skills / Attributes: Salary and Remuneration People Management skills Attention to details Prioritize Tasks Team player The position attracts a competitive salary package, which include other fringe benefits. Mode of Application Applicants are invited to submit their CVs and application letter (indicating the position title in the subject heading) via to: Resume, credentials and testimonials will be brought during interview and should not be attached to the applications.

5 Deadline The deadline for submitting the applications is two weeks from 17 th February 2014 being regarded the first appearance of the advertisement of this post in our website ( TPB all, and other recruiting advertising methods. The Deadline is therefore 03 rd March 2014 Tanzania Postal Bank is an Equal Opportunity Employer A candidate, who will not be contacted by Tanzania Postal Bank within seven (7) days after the closing date, should consider his application as unsuccessful. Late applications will not be considered. Short listed candidates may be subjected to any of the following: a security clearance; a competency assessment and reference checking. Please forward your applications before 03rd March, 2014

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