Citi Bank is hring a Service Manager Cameroon & Gabon

négociable Expires in 4 semaines

JOB DETAIL

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Citi Bank is hring a Service Manager Cameroon & Gabon

The Country Service Manager for Cameroon and Gabon is an intermediate level role responsible for Managing complex transactions and participating in complex processes in coordination with the Transaction Services team. The overall objective of the Country service Manager role is to act as a subject matter expert while handling all regular transfers, payments, trade transactions and customer related processes.

  • Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citi products and services
  • Engage Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi in the view of our clients as an excellent service provider
  • Act as the advocate and impetus for process improvements within Citi
  • Act as Continuity of Business (COB) point for CWA Dublin Hub Service team and also as Service Manager for Cameroon & Gabon
  • To provide after-sales customer support to Citi’s customers through various communication mediums and continually realign operational or delivery capabilities with customer expectations.

Responsibilities:

  • Ensure transactions are processed efficiently, act as a SME (subject matter expert) and recommend process improvements
  • Evaluate and recommend solutions to problems through data analysis, technical experience and precedent issues.
  • Anticipate and respond to requests for deliverables with internal and external clients and vendors
  • Contribute to and collaborate with cash & trade operations projects as needed
  • Develop comprehension of how the TTS Operations team interacts with other units in accomplishing Customer’s objectives
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citi, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
  • Keeping effective cooperation and communication with external support & service teams
  • Drive metrics management and participate in communication sessions with all constituents about the metrics to achieve business goals
  • Oversee the roadmap for a successful relationship with clients by understanding the client’s service needs and gaps in delivery and coordinating efforts among various teams
  • Develop end-to-end capability, infrastructure and process improvement plan to support improved quality service
  • Identify potential enablers and barriers to success by tracking root cause on errors and driving improvement projects. Initiating and implementing of corrective actions and improvements in consultation with necessary stakeholders.
  • Deliver against improved client satisfaction scores(survey results), revenue goals and expense reduction initiatives
  • Interface with internal counterparts and business partners to ensure transfer of best service practices
  • Pro-actively working with key client relationships on a permanent or consultancy basis to provide customers with superior after sales delivery of our products and services that creates a competitive advantage and acceleration of new/incremental revenue and revenue retention.
  • Manage customer’s complains in such a way as to avoid dissatisfaction and exposing the bank to a situation where the bank is at fault.
  • Effective communications with all departments, aimed at attaining customer Satisfaction and uniform responses to customers complain
  • Cooperation with foreign Citi Branches in terms of service processes to adopt in country as appropriate
  • Generating and reconciliation of control reports and MIS in relation to performed processes.
  • Prepare and submit necessary volume and trend analysis to branch management
  • Implementation of own initiatives to improve performance quality and efficiency of the team  ability to identify ways to optimize the process
  • Leading and participation in projects, including: participation in teleconferences,  testing, documents verification, automation projects
  • Analysis of operational errors with service impact for corrective actions.
  • Coordinating and participating in creation and verification of operational procedures, regulations, descriptions of processes, process maps and capacity plans for the department as necessary.
  • Pro-active participation in migrating new activities and optimizing them.
  • Preparing presentations for the whole department, public performances, leading internal trainings for team members.
  • Manage and monitor client satisfaction levels through Scorecards, Standards Reviews, Client-at-risk calls, and service call monitoring in liaison with the service Hub teams. Perform periodic client service reviews (Roundtables and proactive calls) and complete in depth analysis with other TTS business partners.

Position Dimensions

  • About 200 hundred customers per country with main focus on top 20
  • 12 proactive calls per month and 20 roundtables required per quarter.
  • Out of Standard Investigations check per week

Qualifications:

  • Previous relevant experience preferred
  • Excellent & Effective verbal and written communication skills. Very good knowledge of English and French
  • Be flexible in attitude, to meet different customer’s requirements with varying temperaments while maintaining and implementing strictly the bank’s principles and procedures.
  • Effective communication and analytical skills, ability to work with diverged teams and clients
  • Reporting to Supervisors-Problem escalation. High ability to assess situations and promptly escalate when and wherever need be.
  • Ability to prioritize situations and resolve them following a scale of preference.
  • Maintain high degree of professionalism in the face of all events.
  • Good team player with a high sense of team spirit.
  • Ability to multi-task as required by the department.
  • Productivity/ Project Management: Project management skills and willingness to own an issue and bring it to completion
  • Communication: Excellent written and oral communication skills, Effective in working cross functionally, Negotiating and influencing others
  • Achieving/ Driving Results: Analytical skills for work flow, process and systems analyses
  • Technological Proficiency/ Knowledge: Proficient in utilizing reporting tools, presentations skills, excel applications.
  • Industry Knowledge: Well-developed working knowledge of the business and the upstream and downstream influences. Understanding of the needs of the client. Fundamental comprehension of financial industry regulations
  • Shared Responsibilities: Fully understand and implement Citi’s values: Responsibility to our clients, to each other and to our franchise

Education:

  • Bachelor’s/University degree or equivalent experience

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Job Family Group:

Operations – Transaction Services

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Job Family:

Cash Management

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Time Type:

Citi is an equal opportunity and affirmative action employer.

Click here to apply.

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