Manager, Dakar Representative Office

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. Keep management informed of the local market and make recommendations for business development. Participate in developing marketing strategies for West African markets. Organize and conduct presentations in West African markets in order to increase membership and utilization of products and services.  

• 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 contacts to promote the Credit Union; increase UNFCU’s market share by organizing and making presentations and executing marketing and promotional activities in identified markets.
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
• Maintain awareness of and report suspicious activity
• Complete all relevant BSA reports promptly and accurately (e.g., CTRs, SARs)
• Complete annual BSA/AML/OFAC training

TYPE & AMOUNT OF EXPERIENCE:

• University graduate and 10 years of financial services experience (preferably in a retail banking environment), inclusive of at least 5 years of people management experience

TECHNICAL COMPETENCIES:

• Proficiency in Microsoft Office and the ability to learn and use other applications
• Strong research and analytical skills
• Strong knowledge of financial products and services

BEHAVIORAL COMPETENCIES:

• Excellent leadership, service and sales skills and the ability to coach team members to provide high quality service and achieve established goals
• Excellent oral and written communication skills (English and French fluency is required), with the ability to make effective presentations to small and large groups
• Excellent interpersonal skills, tact and diplomacy, and have awareness and sensitivity to cultural differences of others
• Ability to plan, organize, and implement processes and procedures to ensure efficient operations

Leading the organization:

• Managing change
• Solving problems and making decisions
• Managing politics and influencing others
• Taking risks and innovating
• Setting vision and strategy
• Managing multifunctional tasks
• Enhancing business skills and knowledge
• Handling confidential and sensitive organization material in a professional manner
• Teambuilding
• Understanding and navigating the organization

Leading self:

• Demonstrating ethics and integrity
• Displaying drive and purpose
• Exhibiting leadership stature
• Increasing your capacity to learn
• Managing yourself
• Increasing self-awareness
• Developing adaptability

Leading others:

• Communicating effectively
• Developing others
• Valuing diversity and inclusion
• Building and maintaining relationships
• Managing effective teams and work groups

WORK ENVIRONMENT/CONDITIONS:

• On-site work model
• Standard office conditions
• Willingness to travel and work overtime hours when required

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.