BRANCH MANAGER – Douala
ECOBANK CAMEROUN S.A
Douala, Littoral, Cameroon
·21 Sep. 2023
·Non spécifié
·Banque - Finance
·Autres
- Maintain target market, customers, product and service discipline.
- Prepare and deliver on approved branch and portfolio budgets.
- Benchmark operational efficiencies against best practice in industry, local standards, and Group
- standards in order to make necessary adjustments internally for maximum effectiveness.
- Deliver on customer service standards, acquisition and client satisfaction levels, retention of high
- performing clients and growing share of wallet as per target market.
- Analyse sales and retention processes, identify and monitor new business opportunities through the analysis of MIS and industry and local knowledge.
- Responsible for strict cost management including review of both direct and indirect costs generated by the branch. Achieve a cost/income ratio in branch as per the agreed target
- Brief staff on product and promotional launches and provide regular feedback to staff.
- Establish relationships with key clients and business influencers in the local community.
- Track and maintain branch performance records including sales tracker, deposits, risk assets, provisions, incomes, costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis including reconciliation with financial control.
- Ownership of escalated customer queries/complaints and resolutions process.
- Ensure customer queries are recorded, reviewed for delivery and put in place an action plan to prevent re-occurrence.
- Achieve minimum of 5 products per customer and wallet share targets.
- Achieve minimum customer satisfaction rating of ‘very satisfied’.
- Maintain 99% ATM, POS, printers and note counters etc. uptime.
- Achieve minimum of 75% of eligible customers registered for eAlert, SMS Alert, eStatement, active cards, OMNILITE, POS and Ecobankpay.
- Interview all customers who want to close their accounts because of poor service in order to find the root cause and attempt to retain the customer.
- Plan effective action plan for branch issues and communicate this to staff and ensure execution.
- Provide feedback on performance of service providers.
- Provide feedback to various sectors on the performance of staff e.g. IT, Operations etc
- Selection, appraisal and performance of branch staff including delivery of all KPIs.
- Work with unit leaders and branch staff to achieve effective banking hall management and sales and service targets.
- Build and develop a high performing team by driving performance development and coaching to achieve productivity and efficiency ratios for the bank and maximise the potential of staff.
- Work with HR but own development plans, training needs and succession plans of branch staff.
- Ensure each staff attend at least 4 training interventions per annum.
- Responsible for ensuring compliance with HR and other Group policies and the discipline of staff in the branch in conjunction with HR Head.
- Ensure that staff Leave roster is in place and complied with.
- Motivate staff through Ecobank incentive and recognition schemes to develop a fully engaged team.
- Empower staff in the branch to develop sustainable client relationships and prospect within the community for increased business.
- Participate and implement Ecobank’s transformation plan within the branch.
- Provide cover for other branch managers when necessary.
- Provide honest feedback on performance of colleagues.
- Share knowledge and best practice with team members and other branch managers.
- Ensure all credit transactions comply with the spirit and the letter of all applicable laws, regulations, and institutional policies.
- Ensure compliance with operations risk e.g. Health & Safety, Security of premises, KYC and anti-money laundering measures plus any other Group controls.
- Audit and conduct regular spot checks on all processes including transactions with high financial
- risk, branch contingency management systems, monthly proofs and reconciliations etc.
- Overall responsibility for risk and compliance issues in order to achieve Commercial bank targets.
- Facilitate the investigation and reporting of Fraud and Loss cases together with Internal Controls.
- Achieve minimum ARR rating of ‘Acceptable’.
- Ensure branch complies with branch layout standards, in-branch publicity, CAP Manual, KYC and all operating and risk policies and procedures.
- Perform all other duties as reasonably assigned
- Education: HND / Licence or Master’s degree in banking, finance, accounting, economy, legal,
- marketing, or in any other pertinent field
- Skills & Experience: At least 8 years of experience required in the banking sector with at least 3 years in a similar role with proven track records…
- ITB or any certificate in risk management will be an advantage
- Sales & Business acumen
- Customer Service
- Communication
- Collaboration
- Risk management acumen
- Relating & Networking
- Planning & Organising
- Leading & Supervising
» Années d'expérience: Entre 8 ans et 11 ans
» Niveau Académique Minimum: Bac+2 (BTS / HND,...)
» Curriculum Vitae