Manager, Customer Experience & Compliance Management

Manager, Customer Experience & Compliance Management – ZamZam Bank

📍 Location: Addis Ababa, Ethiopia
🏢 Work Type: Office (Head Office)
🕒 Application Deadline: May 20, 2026
📈 Career Level: Senior (5–8 years)
💼 Employment Type: Full-time
👥 Number of Positions: 1

About ZamZam Bank

ZamZam Bank, named after the ZamZam Holy Water that gave life to Makkah’s barren land, is Ethiopia’s first full-fledged Shari’ah-compliant bank. With a vision to become Africa’s leading interest-free and inclusive financial institution by 2030, ZamZam Bank is committed to driving sustainable economic growth and financial inclusion.

We provide affordable, effective, and ethical financial services to individuals and organizations, ensuring access to communities excluded from the financial system due to religious or other barriers. Our reputation is built on:

• Shari’ah compliance
• Financial inclusiveness
• Strong networks and innovative leadership
• Advanced systems and international recognition

Job Summary

The Manager, Customer Experience & Compliance Management will lead initiatives to enhance customer satisfaction, ensure compliance with Shari’ah principles, and strengthen quality assurance processes. This role is critical in supporting ZamZam Bank’s mission of sustainable growth and inclusive financial empowerment.

Key Responsibilities

• Oversee customer experience strategies and compliance frameworks.
• Lead teams in quality assurance, customer relationship management (CRM), and complaint handling.
• Drive product development aligned with interest-free banking (IFB) principles.
• Ensure compliance with regulatory and Shari’ah standards.
• Collaborate with cross-functional teams to improve service delivery and customer satisfaction.

Qualifications

• Master’s or Bachelor’s degree in Economics, Business Administration, Management, Marketing, Banking & Finance, Project Management, Information Systems, Computer Science, or related fields.
• Knowledge of Islamic finance, Artificial Intelligence (AI), and proficiency in more than one local language is an added advantage.
• 5–7 years of relevant experience, including at least 2 years as Senior Officer/Principal Officer/Team Leader in CRM, Quality Assurance, Customer Experience, Product Development, or Complaint Management (preferably in IFB).

Skills Required

• Strong communication skills
• Leadership and team management
• Analytical and problem-solving abilities
• Customer-centric mindset

Place of Work

📍 Head Office – Addis Ababa, Ethiopia

How to Apply

Interested candidates who meet the requirements should submit:

• Application letter
• Updated CV
• Academic and professional credentials (PDF format)

👉 Apply online via the following link: https://rb.gy/3rtgvg
📅 Deadline: Within 7 days from the date of announcement (May 20, 2026).

⚠️ Only shortlisted applicants will be contacted.