JOB ADVERTISEMENT : CUSTOMER SERVICE MANAGER - UBA Cameroun S.A. - United Bank for Africa

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.