Job Title: E-Channel Officer (Fresher Jobs)
Organisation: Ecobank Uganda Limited
Duty Station: Kampala, Uganda
About US:
Ecobank Uganda Limited is the leading commercial bank offering wholesale, retail, transaction banking services and products to individuals, governments, financial institutions, multinationals, international organizations, medium and small enterprises.
Job Summary: This E-Channel Officer is responsible for leadership, strategy execution, products and services development, revenue generation, efficiency improvement and overall business process management.
As part of the Ecobank strategy and organizational structure, the role will:
- Build, improve and drive the Ecobank Uganda digital agenda by positioning, standardizing, leveraging on scale and focusing on speed to market of the Digital Channels business in Uganda.
- Develop and optimize the Digital Channels operating model in line with market and growth opportunities.
- Entrench a unified customer experience on digital channels for consumer customers.
- Have oversight over the technology applications that drive digital channels.
- Optimize opportunities to positively disrupt the status quo in the marketplace.
- Provide digital MI reporting and data analysis capability.
Key Duties and Responsibilities:
Business and Financial performance
- Consumer Banking Digital MI analysis and reporting.
- Identify opportunities and drive Cards and Electronic Banking sales in the Consumer Banking target market areas.
- Support the execution of Cards and Electronic Banking marketing strategies suitable for increasing customer sign up and utilization of the Bank’s products.
- Drive the aggressive enrolment of customers on all Cards and Electronic Banking Platforms.
- Support the promotion and management of approved standard Consumer Banking products with regard to sales, service and compliance with Group policies and local regulations.
- Support product training and guidance on Cards and Electronic Banking products to staff and Sales teams.
- Participate in the running of product and promotional launches.
- Monitor Service Level Agreements and ensure effective delivery of services to both internal and external customers.
- Work with products teams to determine and implement corrective actions where necessary to achieve sales goals.
- Handle Mobile App, cards, Ecobank Online and all digital banking products in the bank.
- Migrate 80% of branch transactions to Digital banking.
- Establish clear training plans for the agent network and provide banking knowledge, training and guidance to Sales team for all digital products.
- Maintain excellent communication both external and internal relationships and resolve issues to do with products.
- Brief key stakeholders on promotions and provide regular feedback to Group Product Team.
- Conduct continuous Customer Needs Survey and Utilization.
- Work effectively with the support team to drive objectives of the bank.
Customer Excellence
- Drive customer service excellence, unified customer experience and ensure competitive solutions and products are consistently delivered on all Digital channels.
- Establish and sustain a customer-centric business culture, leveraging on technology.
- Ensure high customer satisfaction as measured and monitored through Customer feedback surveys.
- Build best in class customer service.
Process, control and operational performance
- Promote high ethical and integrity standards and establish a culture within the bank that establishes and demonstrates to all personnel the importance of controls.
- Ensure there is a strong internal control system in place to minimize operational losses from digital channels and monitor its adequacy and effectiveness.
Strategic initiatives
- Ensure embedding of a strong strategy execution culture and practice within digital channels at EUG and across the Group.
- Lead strategic initiatives that will create business growth, position digital channels as the foremost digital channels business in Africa while increasing shareholders value.
- Champion cost management initiative within digital channels business.
Qualifications, Skills and Experience:
- The applicant must hold a Bachelor’s Degree in a business-related field.
- A good understanding of the Bank’s general policies and procedures.
- Business A strong and aggressive field sales background.
- Strong analytical skills including financial statement analysis, competitive analysis and statistical analysis.
- Good knowledge of technology systems and applications.
- Practical experience in the use of Microsoft Office applications.
- Sound verbal and written communication skills.
- Sound customer service skills.
- Sound organization skills.
- Sound people management skills.
How to Apply:
All suitably qualified and interested candidates are encouraged to apply online at the link below.
Deadline: 3rd November 2023
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