ECOBANK Cameroon S.A. is seeking a Customer Service Manager (National Mobility Required).
Position Details
- Position: Customer Service Manager (National Mobility Required)
- Location: Ngaoundéré
- Job Level: 6
- Job Grade: 3A
Role Overview
The Customer Service Manager is responsible for overseeing branch-level customer-facing services, including counter sales and marketing activities, back-office operations, and teller processes. The role ensures full compliance with company policies, approved operational procedures, and local regulatory requirements while maintaining service excellence across all customer touchpoints.
Key Responsibilities
- Drive and enhance sales and marketing performance within the branch
- Ensure service quality standards are consistently met across account opening, teller services, and overall branch operations
- Review and validate all customer transactions and requests received at counters, ensuring completeness, compliance, and timely processing or escalation
- Support frontline teams during high-traffic periods to manage queues and improve customer experience; verify and authorize branch transactions as required
- Maintain strong operational oversight to close control gaps and mitigate risks
- Oversee end-to-end customer service functions, including card and checkbook management, account opening processes, and related services
- Act as the designated Safety & Security representative for the branch, ensuring adherence to safety protocols and escalating any identified vulnerabilities
- Ensure timely preparation and submission of DCFC and AML compliance reports
- Uphold strict adherence to vault management procedures and perform monthly vault register reviews
- Oversee ATM operations to maintain minimum uptime standards and optimal service availability
- Monitor and track transactional activities and deferred account documentation to ensure compliance and accuracy
- Enforce compliance with all regulatory and internal requirements, including balance payment reporting, AML monitoring, suspicious activity reviews, and gift policy adherence
- Manage reconciliation of branch accounts, including immediate credits, traveler cheques, suspense accounts, teller balances, and ATM accounts
- Ensure staff have the necessary tools and equipment (cash counters, detectors, stamp machines, vaults/safes, etc.) to meet operational standards
- Achieve and maintain acceptable ratings in internal and external audits, implementing corrective actions where necessary
- Perform additional duties as assigned by the Unit Head or Branch Manager
Candidate Profile
Experience
Minimum of 5 years of proven experience in core banking operations
Education
Bachelor's degree or higher (BAC +3/4) in a relevant field
Skills & Knowledge
- Strong ability to identify unauthorized alterations on financial instruments
- Solid understanding of banking products and local foreign exchange regulations
- Strong focus on quality, with the ability to prioritize tasks efficiently
- High level of security awareness and strong fraud prevention capabilities
Personal Attributes
- Excellent interpersonal and communication skills
- Demonstrated leadership and people management abilities
- Highly organized, structured, and detail-oriented
- Proactive, creative, and solution-driven approach to problem-solving
Application Procedure
Interested candidates should submit their CV and a motivation letter via email to ECM-Recruit@ecobank.com no later than August 5th, 2025, at 5:00 PM, using the subject line: Customer Service Manager.
Note: Only applicants whose profiles closely match the requirements will be contacted.
Ecobank is dedicated to fostering an inclusive and diverse workplace and is an equal opportunity employer. We welcome applications from all qualified candidates, regardless of nationality, ethnicity, gender, age, social background, religion, beliefs, or disability, in full compliance with local laws and regulations in the countries where we operate.
