Job announcement: Supervisor Customer Service Manager – Eco bank
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,
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