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IuteCredit J.S.C. Kosovo

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Branch Manager - Gjakova

Branch Manager - Gjakova


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Job Description

At IuteCredit Kosovo J.S.C, customer experience is core to everything we do. Our Mission and our team’s Top priority is to exceed customers’ expectations and to ensure that their experience in personal lending at IuteCredit is delightful, comfortable, personable and the fastest.

For our newest Branch in Gjakova we are looking for a Branch Manager to help us deliver the extraordinary experience. This is a demanding role that requires a unique skillset. As the voice of IuteCredit Customers, you will act both as an advocate of our loan products and as a champion for our customers. You must ensure that IuteCredit Customers have the best experience possible, no matter what channel they chose to contact us. Customer Experience is our Mission and this position is essential to our company and team’s success.

Ref. 002-11/1 Branch Manager - Gjakova

Your Main responsibilities:

  • Ensure branch targets, are achieved and exceeded;
  • Ensure the best customer experience and creating loyal customers with the company;
  • Identify manners and channels to increase sales and revenues for the branch;
  • Make sure that all the staff of the branches are using the sales techniques and standards;
  • Helping on implementation projects impacting system and procedures, test and give feedback;
  • Implement, monitor and continuously suggest / improve the sales scripts;
  • Make sure that after sale and reminder efficiency are achieved. Analyze the gaps and improve;
  • Make sure that the procedures are followed, and the processes are in compliance with rules and regulations (ex. busy postpone and alerts are used properly);
  • Manage and monitor the working schedule and employee attendance according to rush hours and business needs;
  • Train and monitor the performance of new hired employee, according to the procedures and training schedules in force;
  • Financial motivation proposals for the team according to performance and contribution to the targets
  • Team events organizations and proposals;
  • Evaluation/feedback to management for the employee performance and career path;
  • Handle complaints of the customers in a professional manner. Ensure complaints management system is in place;
  • Collect and report customer feedback continually;
  • Ensure that that all office supplies are fulfilling business needs and manage the request with administration officer for all the needs that may arise;
  • In charge of outside and inside look of the branch office;
  • Coordination point for CRM & process related issues, report network and system problems, Technical functionality of equipment, telephone, etc;
  • Communicate proactively with clients to identify their needs and eligibility of granting the funds;
  • Go the “extra mile” to build trust relationships, customer loyalty and satisfaction throughout every interaction of the customer with our company;
  • Complete loan applications in the system and advice clients on policies and restrictions;
  • Receives, scan and forward to back office customer’s application file;
  • Follow up by telephone the maintenance process of the loan and after sale process;
  • Operate in compliance with laws and regulations and adhere to lending compliance guidelines;
  • Maintain high levels of confidentiality & conduct conversations in a professional manner;

About You and what skills, experience and knowledge arerequired:

  • Strong leadership and management skills;
  • Excellent communication and interpersonal skills;
  • Ability to multitask in a very dynamic environment;
  • Customer satisfaction orientation and sales competencies;
  • Ability to work independently and in a team environment, with limited supervision, and be a self-starter
  • Ability to react to stressful situations with professionalism while remaining calm
  • Must be tolerant of all personality types of clients, customers, employees, vendors and others
  • Computer Skills; Microsoft Office;
  • Bachelor’s degree in business, finance or related field;
  • At least 2 year of experience in financial institution;
  • Proficiency of English Language. Knowledge of other languages will be considered as an advantage;

We offer:

  • Attractive salary + bonuses
  • Positive, dynamic and encouraging working atmosphere
  • Opportunity for professional and educational trainings
  • ‘See the World’

If you feel that you have can-do-approach, you are ready to help us set up our Branch in Gjakova and love customer interactions, we encourage you to apply by sending your updated CV at hr@iutecredit.org no later than 24 February 2019

Your application will be treated with strict confidentiality. Only shortlisted applicants will be contacted.

IuteCredit Kosovo Team