ECOBANK CAMEROUN S.A. is recruiting a Supervisor Customer Service Manager
ready to work across the national territory.
The position is based in Douala. Job grade: 3B        Job level: 5
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 latest December 26th, 2022 at 5pm prompt, with the subject « SUPERVISOR CSM ».
NB: Only applications matching with the desired profile will be contacted