Customer Service Manager – Jimma Branch

About the role

The Customer Service Manager will lead all customer service functions within the Jimma branch, overseeing senior and junior officers to ensure operational excellence and consistently high service standards. This role supports the bank’s growth by driving customer satisfaction and delivering efficient branch operations.

Key responsibilities

• Directly supervise the Senior Customer Service Officer (Cash) and Customer Service Officers (Maker/Checker).
• Ensure delivery of high‑quality service to achieve elevated customer satisfaction levels.
• Manage day‑to‑day branch activities such as collections, payments, account opening, and cash management.
• Analyze customer data to identify trends, cross‑selling and upselling opportunities.
• Identify and pursue new business opportunities using business development techniques.
• Evaluate credit applications and structure financing solutions in line with credit policies.
• Maintain strong relationships with customers and stakeholders.

Required profile

• Bachelor’s degree in a business‑related field (e.g., Marketing, Management, Accounting, Economics, Business Administration, IT or equivalent).
• Minimum six (6) years of relevant experience in customer service or banking operations.
• Proven ability in business development, credit/financing analysis, relationship management, and branch operations.
• Strong banking acumen and understanding of financial products and strategies.

Required skills