Ecobank
Rwanda Limited.
Rwanda Limited.
P.O.
BOX: 3268 Kigali – Rwanda
BOX: 3268 Kigali – Rwanda
Website:
Internal
& External recruitment Advert
& External recruitment Advert
Opening
date: 10th June 2016
date: 10th June 2016
Closing
date : 17th June 2016
date : 17th June 2016
Ecobank
Rwanda is a full service bank
Rwanda is a full service bank
providing a broad range of products and Services
to Consumer, Commercial and Corporates business segments within its 19
branches.
The
bank’s vision is to build a world-class bank and contribute to the economic
development and financial integration of Rwanda and the region by providing
customers with convenient and reliable financial products and services. The
bank is an affiliate of the Pan-Africa Leader Ecobank Group which is present 36
Countries in Africa.
bank’s vision is to build a world-class bank and contribute to the economic
development and financial integration of Rwanda and the region by providing
customers with convenient and reliable financial products and services. The
bank is an affiliate of the Pan-Africa Leader Ecobank Group which is present 36
Countries in Africa.
In
order to respond to our growing market with the required human capital, we are
currently looking for experienced professionals in the Following area;
order to respond to our growing market with the required human capital, we are
currently looking for experienced professionals in the Following area;
Customer
service Team Leader – Main branch
service Team Leader – Main branch
Specific
responsibilities will include:
responsibilities will include:
Manage
daily service operations at Main branch to deliver customer service
support to the business through maintenance of quality standards, resolution of
all customer related issues in order to deliver customer service excellence for
business impact.
daily service operations at Main branch to deliver customer service
support to the business through maintenance of quality standards, resolution of
all customer related issues in order to deliver customer service excellence for
business impact.
The
incumbent will manage a team of customer service officers’ representatives to
deliver first class, professional customer care and high quality front line
service to customers
incumbent will manage a team of customer service officers’ representatives to
deliver first class, professional customer care and high quality front line
service to customers
To
ensure the overall supervision of the Corporate Bank business within ERW, by
leading the sales/revenue momentum and relationship management as well as the
respective Sales teams, through creation of streamlined processes, ensuring and
improving the quality and efficiency of sales/services.
ensure the overall supervision of the Corporate Bank business within ERW, by
leading the sales/revenue momentum and relationship management as well as the
respective Sales teams, through creation of streamlined processes, ensuring and
improving the quality and efficiency of sales/services.
To
implement within ERW the Corporate Bank overall strategy addressed to Global,
Regional, Public Corporates Clients as well as Financial
Institutions/International Customers.
implement within ERW the Corporate Bank overall strategy addressed to Global,
Regional, Public Corporates Clients as well as Financial
Institutions/International Customers.
Key
Responsibilities.
Responsibilities.
Business
and Financial Performance
and Financial Performance
- Management
of 5 basic services including Account opening, Tellers transactions,
cheque books, cards and e-channels transfers TAT and SLAs on loans
requests. - Drive
for 50% usage on alternate channels - Run
monthly campaigns for Main branch dormant and pre-dormant accounts. - Ensure
customers have a 2:1 product ratio - Dispatch
Junior Savers loyalty calls and mobilize deposits through cross selling.
Customer
Excellence
Excellence
- Monitor
quality of customer interactions and TAT on email channels - Conduct
surveys on periodic intervals to monitor customer service indices. - Ensure
that the team follows established procedures for each service request,
including logging, processing of customer enquiries/complaints, adhering
to agreed Key Performance Indicators, and ensuring compliance of Service
Level Agreements and quality standards to maximize customer satisfaction
at Main branch. - Ensure
statistical information is produced, collated and analysed on a daily
basis to assist in evaluating the efficiency of the team and to inform
resource allocation and service improvements.
People
Management
Management
- Hold
weekly team meetings to discuss business changes, direction and gather
customer feedback on Ecobank products and services, and follow up with
suggestions for improvement. - Review
Main branch CSOs performance regularly to identify areas of
strengths and developmental areas with the aim of growing the staff - Have
quality review sessions monthly to calibrate the quality of customer
interactions handled and Service Requests logged on CRM.
Process,
Controls and Operational Performance
Controls and Operational Performance
- Ensure
adherence to customer authentification process by Main branch CSOs
before giving service - Supervise
PIN dispatch from receipt from group to upload on the PIN site - Promote
a conducive work environment and professional staff appearance. - Generate
and send Monthly report to Main branch BM and Client Engagement Head.
Strategic
Initiatives
Initiatives
- Train
Main branch team on the Siebel CRM and drive usage. - Push
for Main branch reduction of dormancy rate to 5% through dormancy
campaigns and follow up for reactivation. - Support
and cross sale of alternate channels mainly mobile banking , Internet
banking and ATM cards.
Qualification
requirements & experience:
requirements & experience:
- Bachelor’s
degree in operations research, management or related field required. - 3-5
years work experience in service delivery orperformance improvement
function; experiencein Managing front line help deskis a plus - Knowledge
of quality improvement principles and plans, as well as an understanding
and appreciation of the dynamics of organizational change. - Excellent
implementation and problem solving skills. - Proven
track record for resolving customer complaints, analyzing and improving
processes - Ability
to communicate and work at all levels of the organization.
Please
note that due to expected high volume of applications we cannot respond to all
applications and will only be contacting shortlisted applicants.
note that due to expected high volume of applications we cannot respond to all
applications and will only be contacting shortlisted applicants.
______________________
Ends_____________________________
Ends_____________________________
ECOBANK
RWANDA MANAGEMENT.
RWANDA MANAGEMENT.