JOB ADVERTISEMENT : COMPLAINTS MANAGEMENT MANAGER   -  ECOBANK CAMEROUN S.A., Douala

ECOBANK CAMEROUN S.A.
is recruiting
ready to work across the national territory.
The position is based in Douala.
a Complaints Management Manager
JOB PURPOSE

Under the direct supervision of the Head of Customer Experience of the Affiliate, the Complaints
Management Manager will drive an end-to-end complaints management system that is
structured to receive; process; manage; resolve; review and use insights from the process to work
with stakeholders both internal and external to continuously improve and prevent recurring
complaints.
KEY RESPONSABILITIES
Ensure the end-to-end resolution of primary and secondary complaints, liaising with relevant
stakeholders as required.
Support the design and implementation of proactive strategies and techniques for customer
engagement on issue resolution across different customer segments.
Partner with key stakeholders including legal/compliance teams to drive the establishment of an
effective complaints handling process that proactively manages risks and penalties.
Develop and harmonize Service Level Agreements and ensure that resolution of complaints are
within the SLAs.
Manage a diverse range of complex complaints and disputes.
Monitor complaint volumes & ratio by product/journey/channels to identify any emerging issues.
Identify appropriate quality process solutions to address customer issues.
Monitor and analyze statistics and trends on customer complaints across affiliates.
Perform regulatory analyses and other related activities.
Work with external regulatory stakeholders in relation to issue handling and monitoring.
Prepare regular reports on complaints statistics, trends, escalations, and any other timely
information.

COMPLAINTS MANAGEMENT
Job grade: 6 / Job level: 3A
KEY RESPONSABILITIES
Drive a culture of ensuring that all complaints received are registered and logged in the Bank’s
Customer Relationship Management (CRM) and unique numbers assigned to customers for
purposes of traceability of complaint, single view, and trend analysis.
Drive a process to ensure that customers have access to adequate information on complaints’
handling process and escalation mechanisms that are easily accessible, clearly explained,
independent, fair, accountable, timely and efficient.
Work with stakeholders to ensure customers provide regular feedback on their level of satisfaction
of the timeliness and effectiveness of the Bank’s complaint’s management.
CUSTOMER RELATIONSHIP MANAGEMENT
Conduct root cause analysis of complaints using a diverse range of contextual data from around
the business to identify underlying issues.
Analyze root causes of complaints to identify recurring themes and trends and make proposals to
the Service Council to assist with organizational continuous improvement programs and initiatives.
PREVENTIVE MANAGEMENT
 JOB PROFILE
Experience
Minimum of 5 years’ experience within Banking Operations, Risk, Compliance, and/or Internal Audit or
related fields
Complaints handling/management experience
Knowledge of regulatory requirements for complaints resolution
Education
Bachelor’s degree level in Management, Social Sciences or related fields.
Skills & Knowledge
Experience or exposure to analytical tools such as Power BI
Advanced experience with Microsoft Excel and PowerPoint
Proficiency in Microsoft Office Suite and CRM applications
Knowledge of Digital Banking and regulatory requirements,
Data analysis and business analytics
Root Cause Analysis/Problem Solving Technics
Team management
Project Management

APPLICATION PROCESS
Please submit your CV and
motivation letter to
ECM-Recruit@ecobank.com
latest December 31st, 2024 ,
at 5pm prompt, with the subject
« COMPLAINTS MANAGEMENT MANAGER »

Ecobank Cameroon is an equal opportunity employer and will not discriminate on the basis
of gender, religion, ethnicity, physical ability, etc…
NB: Only shortlisted candidates will be contacted.
Visit our website at www.ecobank.com