ECOBANK CAMEROUN SA is recruiting a Head, Direct Banking

ready to work across the national territory.

The position is based in Douala.

JOB PURPOSE
To oversee and successfully lead the Direct Banking business which consists of the Youth and Classic
(Mass Market) customer segments. For synergy and effective delivery, this role will also be responsible for
the customer service and contact center services of the Consumer bank.

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 appropriate
strategies for capturing the market.

Manage the process around market sizing, competitive analysis and sales approach to drive consistent
growth of the Direct Banking business.
Effectively partner with the head of Consumer Distribution to drive acquisition and account servicing
through low-cost channels.
Position the Ecobank Direct Banking brand as a comparator to top-tier FMCG or Telco brands.
Achieve cost income ratio targets of the business.
Conduct regular Business performance and profitability reviews.
Customer Excellence
Drive customer service excellence and ensure competitive solutions and products are consistently
delivered to direct Banking clients.
Establish and sustain a customer-centric business culture across Consumer Banking, leveraging on
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 team to achieve consistent profitability through a clear process of target setting.
Conduct regular people performance and productivity reviews and build healthy talent pipeline.
Encourage and foster a congenial working environment to enable teams to achieve excellence through
teamwork and operational efficiency.
Ensure an agile and efficient workforce with right skills to meet strategic objectives.

JOB CONTEXT
Experience & Qualifications
At least 8 years in leadership role supervising a business and people in the banking industry.
Sound business and people development performance record
Good understanding of operations and technology and customer services as it enables the Direct banking
business.
Bachelor’s/Master’s degree preferably in Business Administration, Marketing or related field of study.
Executive training records and experience in customer services will be an advantage.
Skills, Capabilities & Personal attributes
Strategic understanding of the Direct Banking business and good management skills.
Ability to establish direction and drive execution; excellent at delivering and owning results.
Leadership and people development skills are required, in order to develop and maintain effective working
relationships both externally and internally, with peers, direct reports and customers.
Strong sales and marketing skills.
An understanding of the Agency banking model.
Strong interpersonal, influencing and communication skills.
Strong customer service orientation.
Technology savvy and good knowledge of electronic banking products and platforms.
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.
This role is also responsible for achieving unrivaled Customer Advocacy in the market through the delivery of
superior service quality to all Consumer Banking customer segments.

KEY RESPONSIBILITIES
Process, control and operational performance
Promote high ethical and integrity standards and establish a culture within Direct Banking that
establishes and demonstrates the importance of controls.
Ensure there is a strong internal control system in place and monitor its adequacy and effectiveness.
Strategic initiatives
Lead strategic initiatives that will position Ecobank Direct Banking in your affiliate as a top-tier brand.
Champion the delivery of sales and service to Direct Banking customers through low-cost channels.
Drive a customer centric mind-set within the Direct Banking ecosystem, that will result in speedy
product & service delivery.
JOB PROFILE
APPLICATION PROCESS
Please submit your CV and motivation letter to ECM-Recruit@ecobank.com latest January 10th,
2024 at 5pm prompt with the subject “Head, Direct Banking”
NB: Only applications matching with the desired profile will be contacted
Ecobank Cameroon is an equal opportunity employer and will not discriminate on the basis of gender, religion, ethnicity, physical ability, etc…
Visit our website at www.ecobank.com
REPORTING
•Reports to Head, Consumer Banking