ECOBANK CAMEROUN S.A. is seeking a Customer Service Manager who is prepared to work throughout the national territory.
Job Grade: 6 Job Level: 3A
JOB PURPOSE
Oversee and supervise branch Customer Counter Service (sales/marketing role), Customer Service back-office processes, and Tellers/Operations processes, ensuring adherence to institutional policies, approved procedures, and Local Compliance.
KEY RESPONSIBILITIES
- Drive Sales and Marketing Efforts: Enhance sales and marketing activities within the branch.
- Ensure Service Excellence: Maintain service standards across account opening, teller, and branch operations processes.
- Thorough Transaction Review: Conduct comprehensive checks on all customer transactions/requests at branch counters for completeness and compliance, ensuring timely processing.
- Queue Management: Assist in reducing customers queues during peak hours.
- Transaction Verification and Authorization: Verify and authorize transactions processed within the branch.
- Continuous Monitoring: Continuously monitor the branch to prevent control lapses.
- Customer Service Oversight: Hold overall responsibility for customer service functions, including cards/checkbook management and account opening.
- Safety and Security: Act as the Branch Safety & Security focal point, ensuring adherence to standards and timely escalation of any security concerns.
- Compliance Management: Update DCFC/AML reports promptly and ensure adherence to Vault procedures.
- ATM Management: Manage ATM operations to meet minimum Group standards for availability.
- Transaction Monitoring: Oversee branch transactions and track account documentation deferrals.
- Compliance Adherence: Ensure full compliance with all regulatory activities within the branch.
- Account Reconciliation: Perform proofing and reconciliation of various branch accounts.
- Equipment Management: Ensure staff and the branch are equipped with necessary equipment to meet Group standards.
- Audit Compliance: Achieve acceptable ratings for both Internal and External audit comments, implementing provided recommendations.
- Ad Hoc Responsibilities: Undertake any other assigned functions by the Unit Head/Branch Manager.
JOB PROFILE
- Experience Requirement: Minimum of 5 years in core banking operations.
- Educational Qualifications: Bachelor’s degree from a recognized university (BAC + 3/4).
Skills & Knowledge
- Detection Proficiency: Skilled in detecting unauthorized changes on presented instruments.
- Banking Expertise: General understanding of bank products, foreign exchange, and local regulations.
- Quality Focus: Oriented towards maintaining high-quality standards.
- Task Prioritization: Ability to prioritize tasks efficiently.
- Security Awareness: Possesses a strong sense of security and fraud awareness.
Personal Attributes
- Interpersonal Skills: Excellent communication and interpersonal skills.
- Leadership Abilities: Strong leadership and people management skills.
- Organizational Skills: Well-organized and structured in approach.
- Proactive and Creative: Demonstrates proactivity and creativity in problem-solving.
APPLICATION PROCESS
Please send your CV and a motivation letter to ECM-Recruit@ecobank.com with the subject “Customer Service Manager.”
NB: Only candidates meeting the specified profile criteria will be contacted.
Ecobank Cameroon promotes equal opportunities and does not discriminate based on gender, religion, ethnicity, physical ability, etc.
Deadline: May 16th, 2024, at 5:00 PM sharp.
