Head CFC and Service Transformation

Job title                 : Head of Customer Fulfilment Centre & Service Transformation

Department          : Customer Fulfilment Centre & Service Transformation

Reporting Line     : Chief Operating Officer

Supervises           : CFC Team Leads, CFC Agents & Operations Specialist

Location               : UBA Cameroon

JOB OBJECTIVE(S)    

The Head of Customer Fulfillment Centre (CFC) is responsible for the strategic planning and execution of all CFC Operations in the country.

Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Head’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall UBA operational targets as well as the daily business decisions. Presently all calls are of an inbound nature.

The Head of CFC executes the vision for the operation insuring the Call Center meets customer and organization needs.

DUTIES & RESPONSIBILITIES

    To think and plan ahead to deliver business goals, setting clear goals and criteria for success.
    Ensures CFC operations further bank’s strategic plans and are in accordance with established policies and procedures.

  To actively develop and run Outbound Telemarketing Unit and meet the budget Targets.
    To anticipate and introduce change effectively, encouraging the development of a continuous improvement culture.
    To plan budgets and team resources effectively, monitoring and controlling them to achieve optimum value for money, and meet service objectives.
    To work within agreed budget and resource allocations.
    To lead and manage staff effectively, train and guide them, ensuring Customer Service performance standards are adhered to.
    To promote staff development, seeking and creating opportunities, helping staff take action on their developmental needs and setting challenging goals.
    To evaluate staff effectiveness through regular appraisals and taking opportunities to provide constructive formal and informal feedback on their performance.
    To work in a helpful and approachable manner as a lead member of the team to ensure overall performance targets are met. To make a positive contribution to own and other team decisions and plans, and to respect commitment to team decisions.
    To promote team spirit, co-operation and morale, within and across teams. To encourage and support team members, respecting the views, values and opinions of others.
    To cope with varying demands, be flexible and adaptable, be able to work well in a variety of teams and situations.
    To work closely with Service Areas/Directorates to develop and deliver current and future Customer Fulfillment Centre Call effectively.
    To develop and agree appropriate SLAs with Operations Area /Directorates within agreed quality and performance criteria, and to monitor and report progress and performance within agreed timescales.
    To ensure that effective Exception Reporting mechanisms and emergency planning procedures are developed and adhered to.
    To develop and oversee the internal and external marketing and publicity arrangements for the CFC to ensure that optimum usage is made of the facilities available.
    To work in group and one to one situations to ensure that service quality and performance from front to back office, is maintained, up-to-date, accurate, and professionally delivered.
    To actively participate in developing the service and technical requirements of future delivery, including development of technical tools, and to make reasoned suggestions to improve customer service and operations procedures.
    To disseminate business and organizational information clearly and concisely in the most appropriate manner. To contribute to the organizational goals and strategies acting as an advocate of the service.
    To act as the advocate and champion of the customer.
    To work effectively with operations unit and business offices and other directorates to ensure that there is a smooth transition between front and back office.
    Identifies, develops, and implements training programs as appropriate. Ensures that Call Center reps are thoroughly trained in all Company products and services.
    Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. 

    Ensures staffing levels are appropriate as per the CFC Capacity Plans. Assist in interviewing and assigning new staff as necessary.
    To respect the confidential or sensitive nature of customer enquiries, and handle difficult situations appropriately.
    To liaise and work effectively with Consumer protection cell of CBN and also external bodies to ensure that Customer service culture of UBA is understood well and any escalated grievances are handled before they are escalated to regulatory body.
    To keep fully abreast of Call Centre techniques and developments through professional bodies and ensure that best practice is implemented within the CFC.
    To actively participate in training and development opportunities, keeping abreast of customer service developments and the technical requirements of the role.
    To use own initiative and to be able to show resilience under pressure.
    To cope well with varying demands and be flexible and adaptable, and react positively to change
    Monitors the financial performance of the CFC and ensures established budgets are met.

JOB REQUIREMENTS

    First degree in any field, Master’s Degree or an acceptable professional qualification in Contact center management, customer service, quality management, MBA (added advantage)
    3 – 8 years in the banking industry and at least 2 – 3 years customer service management or customer experience management.

KEY COMPETENCY REQUIREMENTS

Knowledge

    Strong understanding of call center operations and management.
    Strong leadership and negotiations skills.
    Must be self-initiative driven, proactive and have an in-depth knowledge of the business environment and first in class contact Centre management.
    Must exhibit drive, energy, aggression and passion for business development and acquisition
    Application of resource planning, statistical analysis, and monitoring/control techniques      Skill/Competencies
    Ability to evaluate needs of customers, and determine what products or service would best serve those needs
    Strong interpersonal and communications skills.
    Personal effectiveness
    Service acumen
    Must be technology savvy
    excellent listening and interviewing skills
    Technical skills & Analytical

Application submission

Candidates should send their resume and motivation letter to hcmrecruitcameroon@ubagroup.com, with the heading “Head CFC and Service Transformation” no later than August 1, 2024 at 5.00PM.

Only shortlisted candidates will be contacted to proceed to the interview stage.