Customer Center Manager

Our Mission

We are creating an Africa where dreams are achievable unimpeded by access to cash. Our mission begins with building Ghanas first fully digital banking institution and expanding across Africa to offer affordable deposits loans and instant account opening all through a seamless app experience. By providing free bank accounts with no monthly fees and interest on all products Affinity drives innovation and economic growth through meaningful financial inclusion. Since launching weve grown to 13270 customers and our goal is to reach two million Ghanaians by 2026. This is where you come in...

Job Summary

The Customer Centre Manager (CCM) is responsible for sales service operating budget profitability and operational integrity of the branch. The CCM is the custodian of the customer in the branch and shall ensure excellent customer experience in a secure environment whilst ensuring maximum outreach and sustainability of Afinity. The CCM will ensure we achieve our digitalforward agenda and represent the Affinity brand in the branch catchment area. The holder of this role reports to the Head of Sales and Distribution.

Skills :

Customer Experience

1. Ensure that customer service standards are maintained in line with the requirements of each market segment.
2. Ensure that customer complaints are monitored reported trends and root causes identified and addressed at source to prevent recurrence.
3. Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
4. Ensure that best processes are implemented and sustained in the branch and managed effectively.
5. Ensure that we are primarily serving our customers via digital channels that will make their lives easier and ensure the efficient and affordable delivery of financial services.
6. Ensure efficient and effective resourcing (people and systems) to meet customer needs.
7. Ensure the branch staff are obsessed with our customers understanding them and providing solutions to their underlying needs.

Sales Management

1. Develop and implement market penetration programs including market activation promotions with the view to widen the branch s reach within its catchment area.
2. Develop micro market sales plans to achieve responsive sales budgets/targets for branch.
3. Gain a sound understanding of the different local market segments in the branch s area of operation.
4. Keep up to date with changes and developments in the local market/area.
5. Manage and track sales leads and provide coaching and feedback to the team.
6. Coach the sales team on product knowledge and making the most of crossselling opportunities.
7. Assist employees within the branch in generating meaningful and valueadded customer solutions thereby achieving maximum business development.
8. Develop and leverage on networks of influencers within catchment area for the ultimate benefit of Affinity and our customers.

Driving Financial Performance

1. Ensure the cost of running the Branch is optimal to generate the required value for the business.
2. Manage the Branch to meet improve overall profitability and achieve required financial performance metrics to be determined from time to time.
3. Ensure the balance sheet is optimal to generate the required revenues
4. Minimise loan losses to improve profitability

Operations and branch performance management

1. Optimise and streamline existing systems processes and controls for costeffective service delivery.
2. Manage assets and cash holdings by ensuring that these are handled according to laiddown policies and by optimizing physical/system security controls.
3. Provide an effective administrative function for the branch.
4. Ensure overall operational readiness and efficiency of the branch infrastructure including premises systems and physical security requirements.
5. Ensure overall staff complement is in line with productivity measurements.
6. Ensure the effective rollout of change initiatives through tracking and reporting on projects and conducting readiness assessments.
7. Prepare weekly monthly quarterly halfyearly and annual reports for the branch and submit to the Head of Sales and Distribution
8. Report all incidences at the branch to Head of Sales and Distribution
9. Submit periodic credit portfolio reports to Risk
10. Ensure the Branch undertake daily callovers in accordance with the company s policy

Risk and compliance and internal control management

1. Adhere to all operational policies and regulatory requirements.
2. Participate fully in the establishment and delivery of lending banking products services policies and procedures.
3. Ensure that all branch functions and activities are in compliance with local banking legislation regulations and internal control policies and procedures.
4. Implement and monitor security and fraud precautions at the branch level to protect customer deposits bank assets and staff.
5. Conduct unannounced audits of cashinvault and all branch cash funds and cash limits; ensure the branch is in compliance with established company policies procedures and statutory regulations.
6. Ensure that laiddown instructions are adhered to by all areas under control.
7. Identify major risks affecting the support function and ensure the necessary steps are taken to measure monitor and control these risks.
8. Ensure maintenance of an effective control structure with control activities defined at each level and duties appropriately segregated.
9. Monitor internal controls to ensure their adequacy and effectiveness. Recommend revision of controls where appropriate to address new or previously uncontrolled risks.
10. Maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
11. Ensure that all routine controls relating to new business are applied effectively with particular emphasis on routine compliance.
12. Ensure effective compliance with agreed limits of authority and levels of access to systems and information.
13. Identify coaching gaps & develop appropriate steps to address

Legislative compliance

1. Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
2. Complete disclosure to the customers in terms of accreditation service fees and commission.
3. Ensure proper record keeping.
4. Ensure all KYC and AML provisions are fully complied with within the branch.

People management

1. Coordinate the branch staff to ensuring achievement of financial sustainability market coverage client outreach loan portfolio quality and profitability service quality and efficiency targets for the branch.
2. Ensure the branch is culturally aligned with the larger Affinity culture and values.
3. Develop and implement strategies to keep branch staff motivated and highperforming.
4. Ensure that adequate resources are provided to branch staff to meet the agreed targets.
5. Establish agreed individual performance targets with all direct reports and the entire branch staff.
6. Ensure staff have requisite training to enable them undertake their jobs in line with the requirements of the organisation regulator and other stakeholders.
7. Identify and nurture talent within the branch. Ensure to work with Line Manager and People & Culture to have proper development plans for staff especially those who are regarded as talent.