ECOBANK CAMEROUN S.A. is currently seeking (2) Branch Managers who are prepared to operate in various locations nationwide.
The specific branches in need of managers are located in Douala and Ngaoundéré.
Job Level: 7
Job Grade: 4C
JOB DESCRIPTION
The primary objective of this role is to guide branches in achieving outstanding business results by ensuring excellent sales and service management, demonstrating effective leadership, fostering team growth, and attaining operational excellence. The Branch Manager is tasked with meeting all operational and financial objectives set by the bank, as well as enhancing the efficiency and productivity of staff and the branch’s organizational structure.
KEY RESPONSIBILITIES
Business Performance
- Maintain Target Market and Customer DisciplineEnsure adherence to target market specifications, maintain customer discipline, and uphold product and service standards.
- Budget Preparation and DeliveryDevelop and execute branch and portfolio budgets as approved.
- Operational Efficiency BenchmarkingCompare operational efficiencies with industry best practices, local standards, and Group benchmarks. Make necessary internal adjustments for optimal performance.
- Customer Service and SatisfactionMeet customer service standards, enhance client acquisition, ensure high satisfaction levels, retain top-performing clients, and increase market share.
- Sales and Retention AnalysisAnalyze sales and retention procedures, identify new business opportunities using MIS and industry insights, and monitor market trends.
- Cost ManagementManage costs rigorously, including direct and indirect expenses. Achieve branch cost/income ratio targets.
- Staff Briefing and Relationship BuildingInform staff about product launches and promotions, offer regular feedback, and establish connections with key clients and local influencers.
- Performance TrackingMaintain comprehensive records of branch performance, including sales, deposits, risk assets, provisions, incomes, costs, and relevant indicators on various timeframes. Reconcile data with financial control regularly.
Customer Query Management
- Escalated Query Resolution
- Take ownership of escalated customer queries and complaints, overseeing the resolution process efficiently.
- Record and review customer queries, devising action plans to prevent recurrence and ensure swift delivery.
Customer Satisfaction and Engagement
- Enhancing Customer Experience
- Conduct interviews with customers intending to close their accounts due to service dissatisfaction, probing to identify root causes and striving for retention.
- Develop actionable strategies to address branch issues, ensuring clear communication with staff and diligent execution.
- Provide constructive feedback to various departments on staff performance, fostering continuous improvement across IT, Operations, and other sectors.
Staff Management and Team Collaboration
- Effective Staff Performance Management
- Ensure thorough selection, appraisal, and performance evaluation of branch staff, meeting all Key Performance Indicators (KPIs) effectively.
- Collaborate with unit leaders and branch staff to optimize banking hall management, driving sales and service targets successfully.
Team Development and Empowerment
- Building High-Performing Teams
- Foster the growth of a dynamic and efficient team by prioritizing performance development and coaching, aiming to enhance productivity and efficiency ratios.
- Collaborate with HR to oversee development plans, training requirements, and succession planning for branch staff, ensuring participation in at least four training interventions annually.
- Uphold compliance with HR and Group policies, overseeing staff discipline in conjunction with the HR Head.
- Implement strategies to motivate staff through Ecobank incentive programs and recognition schemes, fostering a fully engaged team environment.
- Empower branch staff to cultivate enduring client relationships and explore community prospects to drive business growth effectively.
- Actively participate in and execute Ecobank’s transformation plan within the branch, ensuring alignment with organizational goals and objectives.
- Provide interim coverage for other branch managers as needed, demonstrating flexibility and reliability in management duties.
- Offer candid feedback on colleague performance and promote knowledge sharing and best practices among team members and fellow branch managers.
