CUSTOMER RELATIONSHIP MANAGER, SPECIAL BRANCH (CRM)

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

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Interested applicants can apply before the closing date of the application. For more information please read the full article

Deadline: July 28, 2024