Manager, Customer Experience & Compliant Management

ABOUT ZAMZAM BANK

ZamZam Bank S.C. takes its name from ZamZam Holy Water, the life-giving spring associated with Makkah and the hills of Safa and Marwa. Inspired by this meaningful heritage, ZamZam Bank aspires to create lasting economic and social impact by expanding access to ethical, inclusive and affordable financial services.

ZamZam Bank is Ethiopia's first full-fledged Interest-Free Bank, pioneering a new chapter in the country's banking industry. The Bank is committed to delivering Shari’ah-compliant, affordable, effective and inclusive banking and financial services while leveraging technology, innovation and digital transformation.

The Bank's journey is built around a commitment to financial inclusion, innovation, professional excellence, customer service and sustainable economic development.

JOIN OUR JOURNEY

As we continue to grow and strengthen our position in the Interest-Free Banking industry, we are seeking talented, energetic and results-oriented professionals who are ready to make a difference.

If you are looking for more than a job—if you want to build a meaningful career, contribute to financial inclusion and become part of the future of banking—ZamZam Bank invites you to apply.

Job Purpose

Responsible for designing and implementing strategies that enhance customer satisfaction and loyalty ensuring all interactions aligning the bank’s vision through focusing customer centric culture, product initiation and driving continuous improvement of all over the banks customer experience.

Key Duties and Responsibilities

• Implement strategic direction and KPIs for the entire division.
• Align with the bank’s overall customer service strategy and business goals.
• Lead performance, resource allocation, and continuous improvement initiatives.
• Serve as the primary liaison with executive leadership (Chief Strategy & Customer Experience officer).
• Lead all customer experience and service quality assurance activities
• Ensure all complaint-handling processes comply with banking regulations and internal policies.
• Initiate product development & enhancement ideas
• Maintain documentation and audit trails as required by regulators
• Engage on additional responsibilities assigned by immediate supervisor (Chief Strategy & Customer Experience officer)

Duty Stations: Head Office

WHAT WE OFFER

• Purpose-Driven Career — contribute to the development of Interest-Free Banking and financial inclusion in Ethiopia.
• Professional Growth — develop leadership, technical and professional capabilities.
• Innovation — participate in digital transformation and modern banking services.
• Impact — help expand access to financial services and economic opportunity.
• Purposeful Culture — work in an organization founded on ethical values, professionalism, inclusiveness and social responsibility.
• Competitive salary and attractive remuneration package.

Minimum qualification and work experience:

• Master's/Bachelor degree in Economics, Business administration, Management, Marketing, Banking and finance, Project management, IS and computer science or related fields. Knowledge in IFB, AI and more than one local language is an added advantage
• 5/7 years of experience respectively of which 2 years as Senior Officer/Principal Officer/Team Leader in CRM, Quality assurance Customer experience, Product development, Customer Compliant Management or related positions preferably in IFB.