Customer service manager – cameroun
Date limite de l'offre: jeudi 13 mars 2025 13:17de :
UBA Cameroon
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Description du poste
Description
Job title : CUSTOMER SERVICE MANAGER
Department : Operations
Reporting Line : Area Operations Manager
Location : UBA Cameroon
Department : Operations
Reporting Line : Area Operations Manager
Location : UBA Cameroon
Missions / Responsabilités / Activités
Job objective(s)
Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives
Roles & Responsibilities
- Develop and implement customer service policies and procedures
- Define and communicate customer service standards
- Review and assess customer service contracts
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Direct the daily operations of the customer service team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer service delivery
- Review customer complaints
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Monitor accuracy of reporting and data base information
- Analyse relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity and profitability
- Liaise with company management to support and implement growth strategies
- Co-ordinate and manage customer service projects and initiatives
- Ensure budget requirements are met
- Evaluate and performance manage staff
- Identify and address staff training and coaching needs
Compétences / Exigences / Qualités
Knowledge
- A solid understanding of technology
- Deep knowledge of business principles
- Extensive experience working in technology/business roles within the bank
- Understanding of Banking operations, policies and procedures
- Management Information systems
- Business management concepts and techniques.
- IT architecture and enterprise integration
- Knowledge of IT network protocols
- Project management
- Network Design and Optimization Skills
- Analytical Skills
- Good Customer Relations Skills
- Leadership Skills
- Close Attention to Detail.
- Excellent Communication Skills (written and oral)
- Process Re-engineering
- Interpersonal Skills
Key Performance
Indicator
- Customer Satisfaction levels (by number of customer complaints and customer satisfaction surveys)
- Process Cycle Time (TAT) in line with agreed SLAs eg ATM, Uptime, Card Issuance, LC Establishment
- Branch audit and Inspection Report ratings
- ICEM logs by control
- Operational loss level from frauds and errors
- Adherence to Cash on Premises limits
- Number of policy breaches/regulatory infractions.
- Level of ATM up-time and cash availability (zero ATM service downtimes/cash outs).
- Level of defective account documentation/ unscanned mandates.
- Frequency of branch cash outs/exceeding COP limits
- Minimum of a first degree
Experience
Minimum experience – five years relevant experience
Profil du candidat
» Niveau d'expérience: Senior
» Années d'expérience: Entre 5 ans et 8 ans
» Niveau Académique Minimum: Licence
» Années d'expérience: Entre 5 ans et 8 ans
» Niveau Académique Minimum: Licence
Documents de candidature
» motivation letter
» Curriculum Vitae
» Curriculum Vitae
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