The Role’s Location: Douala, Cameroon
JOB OBJECTIVE
To effectively oversee and lead the Direct Banking business, encompassing the Youth and Classic (Mass Market) customer segments. Additionally, this role will extend its influence to encompass the customer service and contact center services of the Consumer bank, aiming for synergy and optimal service delivery.
PRIMARY RESPONSIBILITIES
Business and Financial Performance
- Spearhead the development of a sustainable business model capable of achieving consistent double-digit revenue and customer acquisition growth over the next five years.
- Identify and meticulously analyze opportunities for business growth within the local market, formulating appropriate strategies for market capture.
- Manage the processes involving market sizing, competitive analysis, and sales approach to ensure a continual upswing in the Direct Banking business.
- Collaborate effectively with the head of Consumer Distribution to drive acquisition and account servicing through cost-effective channels.
- Position the Ecobank Direct Banking brand as a worthy contender among top-tier FMCG or Telco brands.
- Attain the prescribed cost-income ratio targets for the business.
- Regularly conduct comprehensive business performance and profitability reviews.
Customer Excellence
- Champion customer service excellence and ensure the consistent delivery of competitive solutions and products to Direct Banking clients.
- Instill and sustain a customer-centric business culture across Consumer Banking, leveraging both people and technology.
- Guarantee high customer satisfaction levels, measured and monitored through customer feedback surveys and Net Promoter Scores.
Leadership and People Management
- Motivate and lead the team to achieve consistent profitability through a transparent process of target setting.
- Conduct regular reviews of people performance and productivity, fostering a robust talent pipeline.
- Cultivate a congenial working environment to enable teams to achieve excellence through collaborative teamwork and operational efficiency.
- Ensure an agile and efficient workforce possessing the right skills to meet strategic objectives.
JOB CONTEXT AND QUALIFICATIONS
Professional Background
- Possess a minimum of 8 years in a leadership role overseeing business and personnel within the banking industry.
- Demonstrate a commendable track record in both business and people development performance.
- Exhibit a proficient understanding of operations, technology, and customer services crucial for the success of the Direct Banking business.
- Hold a Bachelor’s/Master’s degree, preferably in Business Administration, Marketing, or a related field of study.
- Advantageous to have executive training records and experience in customer services.
Skills, Capabilities & Personal Attributes
- Showcase a strategic understanding of the Direct Banking business coupled with effective management skills.
- Demonstrate the ability to establish direction and drive execution, with a proven track record of delivering and owning results.
- Possess leadership and people development skills to foster effective relationships externally and internally, with peers, direct reports, and customers.
- Exhibit strong sales and marketing skills.
- Understand the Agency banking model.
- Possess robust interpersonal, influencing, and communication skills.
- Embrace a strong customer service orientation.
- Be technology-savvy with a good knowledge of electronic banking products and platforms.
KEY RESPONSIBILITIES
Process, Control, and Operational Performance
- Promote high ethical and integrity standards within Direct Banking, establishing a culture that underscores the importance of controls.
- Ensure the implementation of a robust internal control system and monitor its adequacy and effectiveness.
Strategic Initiatives
- Lead strategic initiatives to position Ecobank Direct Banking as a top-tier brand within the affiliate.
- Champion the delivery of sales and service to Direct Banking customers through cost-effective channels.
- Drive a customer-centric mindset within the Direct Banking ecosystem, facilitating swift product and service delivery.
JOB PROFILE AND APPLICATION PROCESS
Application Process
To be considered for the position of Head, Direct Banking, kindly submit your CV and motivation letter to ECM-Recruit@ecobank.com by the deadline of January 10th, 2024, at 5 pm sharp.
Please use the subject line “Head, Direct Banking” in your email.
Note: Only applications aligning with the specified profile will receive further communication.
Ecobank Cameroon upholds equal employment opportunities, ensuring there is no discrimination based on gender, religion, ethnicity, physical ability, etc.
REPORTING
The selected candidate will report directly to the Head of Consumer Banking.
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