Job Offer: Head Direct Banking – ECOBANK Cameroun

Key Responsibilities

Business and Financial Performance

• Drive a sustainable business capable of delivering consistent double-digit revenue and customer acquisition growth over the next 5 years.
• Identify and analyze business growth opportunities in the local market and develop strategies to capture the market.
• Manage the market sizing, competitive analysis, and sales approach processes to ensure consistent growth of the Direct Banking business.
• Partner effectively with the Head of Consumer Distribution to drive acquisition and account servicing through low-cost channels.
• Position the Ecobank Direct Banking brand on par with top-tier FMCG or Telco brands.
• Achieve cost-income ratio targets for the business.
• Conduct regular business performance and profitability reviews.

Customer Excellence

• Drive customer service excellence, ensuring competitive solutions and products are consistently delivered to Direct Banking clients.
• Establish and maintain a customer-centric business culture across Consumer Banking, leveraging people and technology.
• Ensure high customer satisfaction, as 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 clear target setting processes.
• Conduct regular performance and productivity reviews, building a healthy talent pipeline.
• Foster a congenial working environment that encourages teamwork and operational efficiency.
• Ensure an agile and efficient workforce with the right skills to meet strategic objectives.

Process, Control, and Operational Performance

• Promote high ethical and integrity standards, establishing a culture within Direct Banking that underscores the importance of controls.
• Ensure a strong internal control system is in place, monitoring its adequacy and effectiveness.

Strategic Initiatives

• Lead strategic initiatives that position Ecobank Direct Banking in your affiliate as a top-tier brand.
• Champion the delivery of sales and services to Direct Banking customers through low-cost channels.
• Drive a customer-centric mindset within the Direct Banking ecosystem, resulting in speedy product and service delivery.

Job Context

This position is responsible for executing the Direct Banking strategy within the affiliate to generate sustainable revenues from the Classic and Youth customer segments through low-cost delivery channels. It is also responsible for achieving unrivaled Customer Advocacy in the market by delivering superior service quality to all Consumer Banking customer segments.

Reporting

Reports to Head, Consumer Banking

Job Profile

Experience & Qualifications

• At least 8 years in a leadership role supervising a business and people in the banking industry.
• A strong track record in business and people development performance.
• Good understanding of operations, technology, and customer services as they relate to the Direct Banking business.
• Bachelor’s/Master’s degree, preferably in Business Administration, Marketing, or a related field of study. Executive training and experience in customer services are an advantage.

Skills, Capabilities & Personal Attributes

• Strategic understanding of the Direct Banking business and strong management skills.
• Ability to establish direction and drive execution, with a strong focus on delivering results.
• Leadership and people development skills to maintain effective relationships externally and internally with peers, direct reports, and customers.
• Strong sales and marketing skills.
• Understanding of the Agency Banking model.
• Strong interpersonal, influencing, and communication skills.
• Strong customer service orientation.
• Technology-savvy with good knowledge of electronic banking products and platforms.

Ecobank Cameroon is an equal opportunity employer and does not discriminate based on gender, religion, ethnicity, physical ability, etc.

NB: Only shortlisted candidates will be contacted.

Application Process

Please submit your CV and motivation letter to ECM-Recruit@ecobank.com by August 18th, 2024, at 5 pm prompt, with the subject line << HEAD, DIRECT BANKING >>.