Head, Direct Banking – Douala
ECOBANK CAMEROUN S.A
Douala, Littoral, Cameroon
·07 Sep. 2023
·Non spécifié
·Banque - Finance
·Autres
- Drive a sustainable business capable of delivering consistent double digit revenue and customer acquisition growth over the next 5 years
- Identify and analyse 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.
- 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
- 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 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
- 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
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 unrivalled Customer Advocacy in the market through the delivery of superior service quality to all Consumer Banking customer segments.
- 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.
- 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
» Années d'expérience: Entre 8 ans et 11 ans
» Curriculum Vitae