Essential Function
- Aggressively engage in customer recruiting and retaining activities.
- Responsible and accountable for the overall resource related performance of the Branch.
- Ensures expansion and determines ways and means to growth the profitability and productivity of the Branch.
- Reaches and attracts potential customers by close follow up other competitor banks’ strategy in the vicinity.
- Analyze market trends and competition to inform strategic decisions
- Proactively assess and develop the business opportunity that emerged from governmental economical and other polices changes and decision.
- Proactively engage with clients to understand their financial needs and goals
- Provide personalized service and support to high-value clients.
- Introduce a customer-centric approach or strategy.
- Develop and maintain strong relationships with clients
- Implement strategies to enhance customer relationships and satisfaction
- Closely deals with customer complaints, creates and analyzes management information and reports to concerned Management organ;
- Escalate customer requirements to the Branch Manager when necessary to facilitate informed decision-making
- Identify opportunities for cross-selling and up-selling to enhance the branch’s overall performance
- Supervise the following Customer Service Representative (Lobby Attendant) role:-
- Greet and welcome customers in a friendly and professional manner
- Respond to customer inquiries and requests in a timely and accurate manner
- Maintain a thorough understanding of the bank’s products, services, and procedures
- Collaborate with the Branch Manager ,Operation Manage and other team members to ensure seamless customer service
- Provide feedback and suggestions for improving the customer experience
- Continuously learn and update knowledge to provide the best possible service
- Arranges a meeting for corporate customers with concerned body as part of business development activities.
- Collaborates and Coordinates with various departments of the Bank in expediting the activities of the branch.
- Conducting marketing and promotional activities in collaboration with Marketing & Communication Department.
- Ascertains that compliance is enforced in the Branch in respect of the NBE’s regulations as well as policies and procedures of the Bank.
- Establishes and maintains harmonious working relationships with subordinates and all staff members to fostering customer service and operational efficiencies
- Mentor and coaching the staff members under supervision.
- Monitor and evaluate the team’s performance using Key Performance Indicators (KPIs) & provide feedback.
- Provide training and development opportunities to the branch’s staff to enhance their sales technic and customer service skills.
- Takes disciplinary measure as per the Bank Regulation procedure
- Perform other activities as required by the immediate supervisor
Key Competencies:
- Strong customer relationship management skills
- Ability to lead and motivate a team
- Strategic thinking and problem-solving skills
- Expertise in resource mobilization, negotiation and sales skills
- Strong analytical and data-driven decision-making skills
- The ability to analyze and research information
- Excellent communication and interpersonal skills
- Commitment to delivering exceptional customer service
- Adaptability to changing market conditions and customer needs
- The ability to explain complex information clearly and simply
- An interest in financial products and markets
Job Requirement
BA/MBA in Marketing or Business administration, with a minimum of 9.5/7.5 years in banking industry Experiences, Out of which 3/2 years in Business Manager/Customer relationship Manager/Marketing Manager position.
Place of Work: – Addis Ababa
How to Apply
- Only short listed candidates will be communicated
- The Bank has the right to cancel the post advertised
- Interested applicants fulfilling the above requirements are invited to submit their applications only online through https://evacancy.enatbanksc.com/#/vacancy until July 28, 2024.
Enat Bank S.C
Human Capital Management Department Telephone: – 0115522835
*Women applicants are highly encouraged