Customer Service Manager I

DB/ Vacancy- 0165/23

Job Summary

• The Customer Service Manager will support the Branch Manager in coordinating all activities of Customer Service Officers (Maker/Checkers) and Senior Customer Service Officer (Cash/Accounts) within the Branch and ensure operational excellence to deliver exemplary services for high customer satisfaction levels, supporting the Bank’s growth.

Job Requirements

Academic & Professional Qualification

• Bachelor degree in a business related field e.g. accounting, management, economics, business administration

Experience

• Minimum of Six (6) years banking experience

Required Behavioral & Leadership Competency

• Interpersonal and cross cultural skills, including ability to build collaborative relationship with sensitivity to diversity/inclusion.
• Creativity and innovation skill
• Action oriented
• Quality focus and attention to detail
• Professionalism and integrity in line with Dashen Bank Values
• Good oral and written communication skills
• Personal motivation drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
• Good customer relationship management skill (internal & external)
• Risk awareness and focus-demonstrates understanding of risk management practice, standards and regulatory requirements.

Required Technical Competency

• Understands the basic mechanisms of general financial products and services.
• Knowledge and experience in modern service delivery practices in medium to large banks to provide guidance on quality improvements and operational changes.
• Good knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Ability to respond to basic client enquiries and instructions and the capability of advising and resolving most issues and requests.
• Project management skills

Language Ability: -

• Ability to communicate in local languages is an added advantage.

Female applicants are highly encouraged to apply.

Place of Work: -

• For Adama Cluster (Adama, Dera, Olenchiti, Modjo, Bishoftu, Koka, Alemtena, Meki, Doni).
• For Arerti Cluster (Arerti, Balchi, Ejere, Metebila).
• For Assela Cluster (Assela, Eteya, Kersa, Huruta, Sagure,  Ogolcho).
• For Bekoji Cluster (Bekoji, Assasa, Adaba, Dodola, Siltana, Gobesa, Meraro).
• For Arsi Robe Cluster (Arsi Robe, Ticho, Adele, Diksis, Gesgar).
• For Awash Sebat Kilo Cluster (Metehara, Awash sebat kilo, Awash Ariba, Mieso, Gewane).
• For Abomsa Cluster (Abomsa, Bole Nura Era, Abajema, Aseko, Chole, Gololcha).

How to Apply

1. Interested and qualified applicants should state the cluster they want to work and apply through this FORM
2. Applicants should fill all the details on the vacancy application form and make sure you submit after completing all the questions.
3. Finally, please scan all relevant credentials (Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV).
4. Login to the website and attach the scanned documents in PDF format (*mandatory).
   • CV‘s shall not be more than 3 pages and saved in PDF format (*mandatory).
   • Applicants should clearly indicate the cluster they want to apply in their CV/ on the forms link.

NB: Dashen Bank does not charge a fee at any stage of the recruitment process. Hence, if you are asked for any please refuse.