VACANCY ANNOUNCEMENTS – CUSTOMER SERVICE MANAGER

Job title                : CUSTOMER SERVICE MANAGER

Department          : Operations

Reporting Line      : Area Operations Manager

Location                : UBA Cameroon

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

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

Skills

• 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

Education Requirements

• Minimum of a first degree

Experience

Minimum experience – five years relevant experience

Application submission

Candidates should send their resume and motivation letter to hcmrecruitcameroon@ubagroup.com, with the heading “Customer service Manager” Later March 6, 2025.

 Only shortlisted candidates will be contacted to proceed to the interview stage.

 UBA Cameroon is committed to meritocracy and inclusiveness and will not unfairly discriminate in recruitment, training, career development and promotion on the basis of race, color, ethnicity, gender, marital status, disability, religion or belief and age.

If you do not receive any response 01 month after this publication, kindly consider your application as non-accepted for this time