Description de l'offre
Détails de l'annonce Poste proposé : Supervisor Customer Service ManagerECOBANK CAMEROUN S.A. is recruiting a Supervisor Customer Service Managerready to work across the national territory.The position is based in Douala. Job grade: 3B Job level: 5NATURE OF CONTRACT:Permanent ContractJOB 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 Profil recherché pour le poste : Supervisor Customer Service Manager EXPERIENCE & QUALIFICATIONS• Bachelor’s/Master’s degree• At least 03 years experience in Banking activities especially customer service and teller management• Fluent in …