ECOBANK CAMEROUN S.A. is currently seeking qualified candidates for the following position: BRANCH MANAGER

(Nationwide Mobility Required)

• Location: Ngaoundéré
• Job Level: 7 / Job Grade: 4C

I. ROLE OVERVIEW

The Branch Manager is responsible for leading the branch to achieve superior business outcomes by driving sales, delivering exceptional customer service, providing strong leadership, developing the team, and ensuring operational excellence.
This role is critical in meeting the bank’s financial and operational targets, optimizing staff productivity, and ensuring an efficient organizational structure at the branch level.

II. KEY ACCOUNTABILITIES

Business Performance

• Define and maintain the branch’s target market, ensuring discipline in customer segmentation, product offering, and service delivery.
• Prepare, manage, and achieve approved branch budgets and portfolio targets.
• Regularly benchmark the branch’s operational efficiency against industry best practices, local regulations, and group standards to ensure continuous improvement.
• Ensure customer acquisition, retention, satisfaction, and portfolio growth meet established targets.
• Analyze sales and customer retention data to identify business opportunities, supported by Management Information Systems (MIS), market intelligence, and local knowledge.
• Exercise rigorous cost control by reviewing both direct and indirect branch expenses, and maintain cost-to-income ratios within agreed thresholds.
• Communicate product launches, promotions, and business updates to staff, while fostering relationships with key clients and local business influencers.
• Monitor and maintain comprehensive branch performance records, including daily, weekly, monthly, quarterly, and annual tracking of key financial indicators (e.g., sales, deposits, risk assets, provisions, revenue, and expenses).

Relationship Management & Customer Experience

• Oversee the resolution of customer complaints and ensure timely and satisfactory problem-solving, preventing recurrence of issues.
• Strive to achieve cross-sell ratios of at least 5 products per customer, while increasing wallet share.
• Maintain a minimum customer satisfaction rating of “very satisfied.”
• Ensure 99% uptime for branch infrastructure including ATMs, POS terminals, printers, and cash-handling equipment.
• Achieve minimum digital adoption rates: 75% of eligible customers registered for eAlert, SMS Alerts, eStatements, active cards, OMNILITE, POS services, and Ecobankpay.
• Conduct exit interviews with departing clients to identify service gaps and attempt retention where possible.
• Develop and communicate action plans for branch issues, ensuring effective implementation and follow-up with service providers and support teams.
• Provide continuous feedback on the performance of support functions such as IT and Operations.

People Management & Team Leadership

• Lead recruitment, performance evaluation, and KPI achievement for all branch staff, in collaboration with department heads.
• Build a high-performing, motivated team through performance management, coaching, and continuous skills development.
• Coordinate staff development plans, training needs, and succession planning, ensuring each employee completes at least 4 training sessions annually.
• Ensure compliance with all HR policies and manage branch-level disciplinary issues in partnership with HR.
• Maintain and monitor the staff leave roster for operational continuity.
• Foster staff engagement through recognition and incentive programs to cultivate a motivated and committed team.
• Empower employees to build sustainable client relationships and actively develop local business opportunities.
• Drive the successful implementation of Ecobank’s transformation initiatives within the branch.
• Provide temporary coverage for other branch managers when required.
• Offer candid and constructive performance feedback to colleagues.
• Promote knowledge sharing and best practices across teams and branches.

Risk & Compliance

• Ensure full compliance with credit regulations, internal policies, and applicable laws.
• Oversee operational risk controls including Health & Safety, premises security, KYC compliance, anti-money laundering measures, and adherence to Group control frameworks.
• Conduct regular audits and spot checks on all branch processes, particularly those involving high financial risk, contingency systems, reconciliations, and proofs.
• Take ownership of all risk and compliance matters, facilitate investigation and reporting of fraud/loss incidents, and achieve a minimum acceptable ARR audit rating.
• Guarantee compliance with branch layout standards, in-branch marketing, CAP Manual procedures, and operational risk policies.
• Execute any additional tasks as reasonably assigned.

III. REPORTING LINE

Reports To: Area Manager

IV. REQUIRED QUALIFICATIONS & EXPERIENCE

Education:

• HND, Bachelor’s, or Master’s degree in Banking, Finance, Accounting, Economics, Law, Marketing, or related fields.

Experience:

• A minimum of 8 years’ experience in the banking sector, with at least 3 years in a managerial role demonstrating proven results.
• ITB certification or a qualification in risk management is an added advantage.

Key Competencies:

• Strong Sales & Business Development capabilities
• Customer Relationship Management
• Financial and Operational Risk Management
• Excellent Communication & Interpersonal Skills
• Planning, Organizing, and Leadership
• Team Building and Supervisory Skills
• Collaborative Work Ethic

V. APPLICATION PROCEDURE

Interested candidates should submit their CV and cover letter to ECM-Recruit@ecobank.com no later than June 17th, 2025, by 5:00 PM, using the email subject line “BRANCH MANAGER”.

Please Note:

Only applicants who meet the stated qualifications will be contacted.
Ecobank is an equal opportunity employer and does not discriminate based on gender, religion, ethnicity, disability, or any other protected category.

Disclaimer:
The job title outlined here is not exhaustive of all responsibilities. The position may require additional duties as assigned.