- Department: Customer Fulfillment Centre & Service Transformation
- Reports To: Chief Operating Officer
- Direct Reports: CFC Team Leads, CFC Agents, Operations Specialist
- Location: UBA Cameroon
United Bank for Africa (UBA Cameroon) is recruiting a Head of Customer Fulfilment Centre & Service Transformation.
JOB SUMMARY
The Head of Customer Fulfillment Centre (CFC) is accountable for the strategic vision and operational execution of all CFC activities within the country. This pivotal role focuses on driving customer experience enhancements through effective process management and leadership.
KEY RESPONSIBILITIES
- Customer-Centric Focus: Champion a culture of customer-centricity, ensuring superior service delivery and satisfaction.
- Process Optimization: Continuously refine operational processes to achieve greater efficiency, productivity, and quality.
- Performance Management: Implement robust performance metrics (e.g., call efficiency, abandonment rate, conversion rates) to track progress and identify improvement opportunities.
- Talent Development: Foster a high-performing team through targeted recruitment, comprehensive training programs, and ongoing coaching initiatives.
- Operational Excellence: Ensure adherence to Service Level Agreements (SLAs), optimize resource utilization, and leverage innovative technologies to enhance efficiency.
- Strategic Contribution: Actively participate in the formulation and execution of UBA’s broader operational strategies.
MEASURES OF SUCCESS
- Achievement of key performance indicators (KPIs) related to call performance, resource utilization, and customer satisfaction.
- Successful implementation of new technologies and processes to drive operational improvements.
- Delivery of high-quality customer service that consistently meets or exceeds established standards.
- Cultivation of a highly engaged and motivated workforce committed to delivering exceptional results.
The Head of CFC spearheads the operational vision, ensuring alignment between the Call Center’s activities and the strategic needs of both customers and the organization.
KEY RESPONSIBILITIES
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Strategically plan and execute initiatives to achieve business objectives, establishing clear performance metrics and targets.
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Guarantee that CFC operations support the bank’s broader strategic goals and adhere to established policies and procedures.
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Proactively develop and manage the Outbound Telemarketing Unit to achieve budgetary targets.
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Anticipate and effectively implement change, fostering a culture of continuous improvement.
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Efficiently allocate budgetary and personnel resources, monitoring and adjusting as needed to optimize value and meet service level agreements.
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Operate within the allocated budget and resource parameters.
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Lead and manage staff effectively, providing guidance and training to ensure adherence to customer service standards.
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Encourage staff development by identifying and facilitating growth opportunities, assisting employees in addressing their developmental needs, and setting ambitious goals.
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Assess staff performance through regular evaluations, offering constructive feedback both formally and informally.
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Collaborate proactively as a key team member to achieve overall performance objectives. Contribute constructively to team decisions and plans, respecting and upholding commitments made collectively.
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Cultivate a positive team environment, promoting cooperation and morale both within and across teams. Encourage and support team members, valuing and respecting diverse perspectives.
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Adapt to fluctuating demands, demonstrating flexibility and the ability to thrive in diverse teams and situations.
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Partner closely with Service Areas/Directorates to develop and deliver current and future Customer Fulfillment Center solutions effectively.
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Establish and maintain Service Level Agreements (SLAs) with Operations Areas/Directorates, ensuring adherence to agreed-upon quality and performance standards. Monitor and report on progress and performance within agreed-upon timelines.
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Ensure the development and adherence to effective Exception Reporting mechanisms and emergency protocols.
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Develop and manage internal and external marketing and communication strategies for the CFC, maximizing the utilization of available resources.
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Facilitate group and individual interactions to guarantee the consistent delivery of high-quality, accurate, and professional service across front- and back-office functions.
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Actively participate in shaping the service and technical requirements for future delivery, including the development of technological tools. Offer well-reasoned suggestions to enhance customer service and operational processes.
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Communicate business and organizational information clearly and concisely through appropriate channels. Contribute to the organization’s goals and strategies as an advocate for the service.
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Serve as a dedicated advocate and champion for the customer.
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Collaborate effectively with the operations unit, business offices, and other directorates to ensure seamless transitions between front- and back-office functions.
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Identify, develop, and implement training programs as needed. Ensure Call Center representatives are comprehensively trained on all company products and services.
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Conduct performance appraisals, providing measurable feedback to staff and suggesting areas for improvement. Implement corrective actions as necessary.
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Ensure appropriate staffing levels in alignment with CFC Capacity Plans. Assist in interviewing and onboarding new personnel as required.
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Maintain the confidentiality of sensitive customer inquiries, handling challenging situations with professionalism.
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Liaise and collaborate effectively with the Consumer Protection Cell of CBN and external bodies to ensure a thorough understanding of UBA’s customer service culture. Address escalated grievances before they reach regulatory authorities.
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Stay current with Call Center techniques and advancements through professional bodies, ensuring the implementation of best practices within the CFC.
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Actively participate in training and development opportunities, keeping abreast of customer service trends and the technical requirements of the role.
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Exercise initiative and demonstrate resilience under pressure.
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Manage varying demands effectively, exhibiting flexibility and adaptability, and responding positively to change.
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Monitor the financial performance of the CFC, ensuring adherence to established budgets.
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree in any discipline, with a Master’s degree or recognized professional certification in Contact Center management, customer service, quality management, or an MBA (preferred).
- 3-8 years of experience in the banking sector, including a minimum of 2-3 years in customer service or customer experience management.
CORE COMPETENCIES
Expertise
- Thorough grasp of call center operations and leadership principles.
- Proven ability to negotiate effectively and lead teams.
- Self-motivated, proactive, and possessing a deep understanding of both the business landscape and best-in-class contact center practices.
- Demonstrated drive, energy, and enthusiasm for business development and customer acquisition.
- Experience with resource planning, statistical analysis, and performance monitoring/control techniques.
Abilities
- Skill in assessing customer needs and recommending suitable products or services.
- Exceptional interpersonal and communication skills.
- Strong personal effectiveness and service orientation.
- Technologically proficient.
- Excellent active listening and interviewing skills.
- Analytical and problem-solving capabilities.
APPLICATION PROCESS
Interested applicants should submit their resume and a cover letter to hcmrecruitcameroon@ubagroup.com, using the subject line “Head CFC and Service Transformation,” no later than August 1, 2024, at 5:00 PM.
Only candidates selected for further consideration will be contacted for interviews.
If you haven’t received a response within one month of the posting date, please consider your application unsuccessful at this time.
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