Job Opportunities : Manager Account Management – Bank and Insurance
LOCALISATION : 🌆️ douala-region-littoral-cameroun
Publié Le : None
DESCRIPTION DU POSTE
Enterprise Business Mission To provide professional account management inputs to the creation and maintenance of Enterprise Solutions sales strategy and plan that will deliver shareholder value.To direct Enterprise Sales efforts for allocated corporate accounts (Bank & Insurance portfolio, Services portfolio, Oil & Gas and Utilities portfolio and Public Sector/Admin portfolio) within the framework of agreed account development plans which meet operational targets for revenues, profitability and customer satisfaction. Education Minimum of 3 years University degree in Finance, Accounting, Business Administration or any related field Master degree is an advantage Bilingual (French & English)Tâches principales Ensure understanding of the vertical or segment managed Ensure NPS within portfolio stays within approved targets Ensure collection ratio for whole portfolio stays within approved targets. Maintain 5% debt to revenue ratio for all customers within assigned segment. Ensure % of credit notes issued monthly for own portfolio do not exceed indicated % of revenue. Deliver on the quarterly revenue increase for entire portfolio as per targets Ensure queries resolution within SLA for entire portfolio Implement and monitor the onboarding of new GSM & ISP customers as per defined criteria (correct address, receive welcome mails etc.) and within defined SLAs after activation Ensure timely feedback on ALL customer support related matters arising. Implement ALL customer support SLAs, service plans and PPPs for assigned customer segment or vertical Provide leadership, guidance, support and direction for Customer Services Support Partners Take overall responsibility for account receivables from customers in assigned enterprise customer segment Achieve a minimum of 80% scores in annual Customer Satisfaction Index survey for enterprise customers Ensure timely and accurate weekly, monthly and adhoc reporting for assigned customer segment Support the SM, Account Management (Relationship Management) in ensuring at least 90% collections on monthly, quarterly and yearly invoices due for payment Serve as interface between customers and MTNC/EBU through enhanced customer engagements via periodic service reviews for top accounts. Ensure SLA and non-SLA compensation of enterprise customers for service failures and downtimes Manage/implement churn and retention strategies by proactively managing all churn indicators, identifying and mitigating against such. Drive 90% field presence via setting and tracking daily/weekly calls. Perform the required number of visits to customers during the year and provide client visit report with effective action+ NPS survey Perform 2 internal surveys each year to measure the quality of service provided to our various stakeholders (EBU, SCCC) Apply care management for new postpaid client with 20 lines and more; ensure interaction caring on 90% clients + NPS. Apply excellent service delivery on required number of HVC per month by contacting them on weekly basis to anticipate on their complaints and queries to assess the service at their level. Ensure monthly activations without errors Perform migrations to prepaid with prepaid credit management; debate and rebate airtime Ensure continuous improvement of activation and account management processes Ensure filing of activation files on a weekly basis Facilitate the provision, execution and management of customer support OPEX and other budgetary provisions Execute ALL other projects as may be assigned by the SM, Account Management (Relationship Mgt.) Experience Minimum of 5 years’ experience in a customer service environment; Minimum 3 years’ experience in Account Management Experience working in a multinational organization Experience in selling technology-based products & services Experience in the financial industry or Accounting is an advantage Industry / Certifications: Membership of Professional Customer Service/Relations associationsConnaissance General knowledge of sales and customer service processes Solid understanding of the General Finance, Banking & Insurance sector Rules and regulations of the Banking & Insurance industries High literacy rate in Computers, Mobile & Social MediaAtouts Analytical Thinker Active listening Strong interaction skills Planning and organizing skills Problem Solver Operationally AstuteBehavioral Qualities: Highly customer focused Autonomous Good Team player Results achiever Sense of initiative Self-motivated Operational Value Creator Culture and Change Champion Supportive People Manager | (c) http://minajobs.net