Suzanne EKEDI DIBOUNDJE

Service Quality Officer at UNITED BANK FOR AFRICA PLC

• Cameroon
• October 2011 to October 2014

• Drive the implementation of all Customer service and care actions
• Ensure proper customer service delivery by customer service officers through efficient
customer complaint framework for customer satisfaction purposes pan bank
• Drive service quality oriented actions and customers’ complaints resolution
• Follow up and ensure effective and efficient customer complaint management framework in all business offices
• Ensure all Customer service officers are well trained and master effectively and efficiently the service delivery framework too customers;
• Drive and follow up the implementation of major UBA Cameroon projects (Business office construction, Sales development strategy meetings, customer satisfaction surveys and campaigns, service excellence days and weeks, cost optimization committee for decisions making concerning on-going projects…)
• Ensure processes are set up and uniform within the bank, based on standard Service Level agreement and with respect to Group policies
• Develop and conduct training exercises as approved by management in view of maintaining high service to customers
• Ensure all internal and external complaints are handled and treated within reasonable Turnaround time, with respect to Group service level agreement
• Ensure units, Business offices and other departments requests and needs are attended to in order to keep service flow and performance
• Any other ad hoc assignment by Management such as:


UBA Cameroon Executive committee Secretary
• Take down minutes during Executive committee meetings
• Write down all decisions, actions points and assignment given to each Executive committee member
• Follow up all assignments and action points given to EXCO members and ensure delivery within Turnaround time
• Elaborate a weekly report of action points and assignment status for MD/CEO’s attention
• Prepare a monthly report of all UBA Cameroon Executive committees with status and send to Group Executive Committee
• Keep records of all committee sessions for Audit and Internal Control purposes and future references


UBA Cameroon Cost Optimization Committee member (Secretary)
• Invites the Cost Optimization Committee in a Bi-weekly basis
• Report all technical inputs and reviews done by the Committee for expenditure requests
• Participate in the selection and review of Bank’s vendors list
• Participate in appraising all Bank’s vendors according to Group policies
• Keep records of all committee sessions for Audit and Internal Control purposes and future references.
• Take and save the minutes of each COC meeting with resolutions
• Uploads the list of all pre-qualified vendors unto a secure Central Registered Vendor Database which shall be maintained by the Corporate Service Unit.
• Ensure the Vendor Database is audited periodically by the Internal Control Unit.
• Responsible for updating the Vendor Database with newly approved vendors or deleting blacklisted vendors there from.

Branch Operations Manager - (June 2011 - Sept 2011):
• Co-ordinate various operations units of the branch (Customer Service; Funds Transfer; Cash & Teller Units)
• Review, authorize, key and verify cash transactionsand other banking transactions while ensuring Bank’s policy and procedures are adhered to as well as other banking regulations.
• Overseeing and authorizing account opening and creation by Customer Service Unit
• Update, monitor and maintain proper accounting records and documentation of Branch transactions & prevent fraud and irregularities and safeguard the bank’s assets.
• Ensuring good interpersonal relations with customers, staff, addressing, resolving issues and complaints.
• Rendition of daily, weekly and monthly reports of accounts and proofs to Head office and reconciliation of outstanding on accounts.
• Provide accurate reports to Head Office on snapshot or current view of operational risk exposures.