Manager, Dakar Representative Office

Manager, Dakar Representative Office. Mission

• Oversee daily operations of the Dakar Representative Office, ensuring compliance with applicable regulations and UNFCU policies and procedures.
• Hire, supervise, coach, motivate, and develop a team of Member Service Representatives (MSR) to establish effective member relationships.
• Develop and maintain relationships with key individuals in United Nations organizations in order to facilitate operations. Drive achievement of goals and objectives.

Autres informations

• Keep management informed of the local market and make recommendations for business development.
• Participate in developing marketing strategies for West African markets.

Présentation du poste

• Organize and conduct presentations in West African markets in order to increase membership and utilization of products and services. Main Responsibilities

Expérience

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Ensure MSR staff provides a memorable member experience at each and every touch point.
• Ensure MSR staff deepens connections with members to better understand their needs by asking effective questions and building relationships.
• Ensure MSR staff becomes trusted advisors to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.
• Ensure the delivery of high-quality service to members by making sure that they are served effectively and promptly.
• Ensure the smooth operation of the office by ensuring adequate staffing.
• Hire, develop, train, coach, evaluate, and motivate MSRs to maximize performance and foster a service and sales culture of excellence; prepare and administer performance snapshots; promote teamwork and cooperation within the office and across the Credit Union.
• Ensure compliance with applicable regulations and UNFCU policies and procedures.
• Develop and maintain relationships with vendors and coordinate services for office.
• Monitor sales results and execute monthly coaching sessions with MSRs using internal service/sales model.
• Prepare and maintain records of employee productivity, sales tracking, quality control and attendance.
• Identify training needs of the department and plan, coordinate, and schedule staff training opportunities in collaboration with the Global Retail Training Team.
• Develop policies and procedures, and implement effective processes and workflow adjustments to increase efficiencies; ensure that controls are adequate and well documented.
• Maintain communication between office and senior management through reports and dialogues.
• Assist in managing security of staff and office by analyzing security concerns and communicating related decisions to senior management.
• Develop and maintain relationships with key individuals in United Nations organizations, as well as vendors and competitors, in order to facilitate business interactions and maintain business operations.
• Make prudent independent decisions with minimal supervision (due to time/geographic differences).
• Prepare research and studies on competition, potential markets, products, etc. in identified markets; conduct business development meetings with key UN

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