Job Opportunity: Branch Manager at ECOBANK Cameroun S.A.
- Location: Douala, Cameroon
Job Grade: 4C | Job Level: 7
Job Overview:
ECOBANK Cameroun S.A. is seeking a highly skilled and motivated Branch Manager who will be responsible for overseeing branch operations and driving exceptional business performance nationwide. The ideal candidate will possess strong leadership abilities, a proven track record in sales and service management, and the ability to optimize operational efficiency while achieving financial and operational targets. The Branch Manager will be instrumental in ensuring the success of the branch, managing resources, and providing credit support to the Consumer Bank.
Key Responsibilities:
1. Business Performance Management:
- Maintain a disciplined approach to managing the target market, customers, products, and services.
- Develop and implement approved branch budgets, ensuring alignment with financial goals.
- Benchmark branch operations against industry best practices and group standards to drive continuous improvement.
- Achieve high levels of customer service and satisfaction while promoting customer acquisition and retention.
- Identify new business opportunities by analyzing sales, retention processes, and market trends using MIS, industry knowledge, and local insights.
- Monitor and manage branch costs, ensuring efficient cost/income ratios are met.
- Regularly brief staff on new products, promotions, and business initiatives.
- Build and maintain strong relationships with key clients and local business influencers.
- Track branch performance using key indicators, including sales, deposits, risk assets, provisions, income, and costs, while ensuring accurate financial reconciliation.
2. Relationship Management & Customer Service:
- Take ownership of escalated customer queries and complaints, ensuring swift resolution and implementing action plans to prevent recurrence.
- Achieve customer product targets (minimum of 5 products per customer) and focus on increasing wallet share.
- Maintain a customer satisfaction rating of “very satisfied.”
- Ensure 99% uptime for all branch ATM, POS, and other essential equipment.
- Drive customer engagement by achieving a minimum of 75% registration for digital services, including eAlert, SMS alerts, eStatements, active cards, OMNILITE, POS, and Ecobankpay.
- Conduct exit interviews with customers seeking to close their accounts due to service dissatisfaction and attempt to retain them through effective solutions.
- Develop and execute action plans to address branch operational issues, ensuring staff awareness and follow-through.
- Provide regular feedback on service providers’ performance, identifying areas for improvement.
- Collaborate with internal teams (e.g., IT, Operations) to ensure smooth branch operations and address performance gaps.
Qualifications and Skills:
- Proven leadership and management experience in a banking environment.
- Strong analytical skills with the ability to assess business performance and implement corrective actions.
- Excellent customer service skills and a track record of improving customer satisfaction.
- Ability to manage costs and optimize resource allocation effectively.
- Familiarity with banking products and services, particularly in the consumer banking sector.
- Strong communication and interpersonal skills, with a focus on building relationships with clients, staff, and business stakeholders.
- Detail-oriented with a focus on operational
People Management & Team Development
Oversee the recruitment, appraisal, and performance management of branch staff, ensuring the achievement of all key performance indicators (KPIs). Collaborate with branch leaders and staff to drive effective management of the banking hall, while consistently meeting sales and service goals.
Develop and maintain a high-performing team by focusing on performance coaching, development, and driving productivity and efficiency ratios. Maximize staff potential through targeted development plans, identifying training needs, and overseeing succession planning in collaboration with HR. Ensure every staff member participates in a minimum of four training sessions per year.
Responsible for ensuring compliance with HR and Group policies, as well as managing the disciplinary processes in conjunction with the HR Head. Maintain and enforce compliance with the staff leave roster. Foster a motivated and engaged workforce through Ecobank’s incentive and recognition programs.
Empower branch staff to cultivate long-lasting client relationships while encouraging business growth within the local community. Actively participate in implementing Ecobank’s transformation initiatives at the branch level, and provide branch management coverage as needed. Offer constructive feedback on team member performance and share best practices with peers and other branch managers.
Risk & Compliance Management
Ensure all credit transactions adhere to the relevant laws, regulations, and institutional policies, maintaining full compliance with operational risk standards such as Health & Safety, premises security, KYC, anti-money laundering measures, and other Group controls.
Conduct regular audits and spot checks on all processes, focusing on high-risk financial transactions, branch contingency management systems, monthly reconciliations, and other key areas. Be fully responsible for managing risk and compliance matters to meet Commercial Banking targets, while facilitating investigations and reporting of fraud and loss cases alongside Internal Controls. Aim for a minimum ARR rating of ‘Acceptable’.
Ensure branch compliance with layout standards, in-branch advertising guidelines, CAP Manual, KYC procedures, and all relevant operational and risk policies.
Additional Responsibilities
Perform other duties as assigned to support the branch’s smooth operations.
Job Profile
Reporting To: Area Manager, Littoral II
Required Skills & Experience:
- Minimum of 8 years of experience in the banking sector, with at least 3 years in a leadership or similar role, demonstrating proven results.
- A degree in Banking, Finance, Accounting, Economics, Law, Marketing, or a related field (HND/Licence or Master’s).
- An ITB certification or risk management qualification is a plus.
Key Competencies:
- Sales & Business Acumen
- Customer Service Excellence
- Effective Communication
- Collaborative Teamwork
- Risk Management Expertise
- Relationship Building & Networking
- Strong Planning & Organizing Skills
- Leadership & Supervisory Abilities
Ecobank Cameroon is an equal opportunity employer and promotes a diverse and inclusive workplace, free from discrimination based on gender, religion, ethnicity, physical ability, or any other characteristic.
Note: Only shortlisted candidates will be contacted.
Application Process:
To apply, please submit your CV and motivation letter to ECM-Recruit@ecobank.com no later than March 4th, 2025, by 5:00 PM. Kindly ensure that the subject of your email is “BRANCH MANAGER”.
