Job announcement: Supervisor Customer Service Manager

ECOBANK CAMEROUN S.A. is recruiting a Supervisor Customer Service Manager ready to work across the national territory.

NATURE OF CONTRACT: Permanent Contract

JOB PURPOSE:

• Supervision of Customer service unit activities and proofing of accounts of the retail operations perimeter.
• Ensure timely applicative and functional assistance to operators across branches to enable them to serve our valued clients within well-defined TAT limits in all customer service operations.

KEY RESPONSABILITIES

• • Enforce groupwide standard procedures
  • Ensure compliance to regulatory and institutional requirements
  • Ensure that customer service delivery timeframe is within the defined SLA and TAT.

• Conduct periodical controls set in the procedures across the affiliate
• Ensure processing within TAT of cheque book requests, safekeeping of cheque books to be collected by customers
• Ensure processing, distribution and destruction of check books not collected by customers after a period of 3 months.
• Prompt investigation and response to customers’ claims across branches
• Provision of regular trainings to existing branch staff and induction programs to new hire
• Prepare and issue MIS reports on a timely basis to management.
• Ensure proofing/reconciliation of retail ops accounts assigned to him/her
• Follow up and ensure that the SLA for the treatment of transfers at branch level (CSR Maker, BR Authorizer and FT Exception) are strictly respected
• Ensure that all inventories are done at the EOM and available
• Propose proper solutions to customer service absences related to sickness or leave
• Ensure that service is continuously at 100% by a proper management of leaves in his/her area
• Perform other functions as and when assigned by hierarchy.

REPORTING Line: Head Retail Operations

EXPERIENCE & QUALIFICATIONS

• Bachelor’s/Master’s degree
• At least 03 years experience in Banking Activities especially customer service and teller management
• Fluent in English & French.

SKILLS & CAPACITIES

• Customer satisfaction oriented
• Ability to manage and drive execution
• Strong people management and leadership skills
• Excellent at delivering and owning results
• Strong interpersonal and communication skills
• Quality oriented
• Security and fraud awareness
• Attention to details
• Highly self-motivated
• Well organized

APPLICATION PROCESS

Please submit your CV and motivation letter to ECM-Recruit@ecobank.com with the subject « SUPERVISOR CSM ».

NB: Only applications matching with the desired profile will be contacted.

Ecobank is an equal opportunity employer and will not discriminate based on gender, religion, ethnicity, physical ability, etc…

Deadline: December 26th, 2022 at 5pm prompt,