DFCU Bank Manager Customer Experience Jobs in Uganda
DFCU Bank Manager Customer Experience Jobs in Uganda
Job PurposeReporting to the Head-Customer Experience, the role is a change, engagement and implementation arm of the Customer Experience unit that defines, engages departments, tracks, and follows through the implementation of SLAs and customer experience standards using the service revolution framework across the bank for an improved target NPS.
The role also supervises and provides direction to the Quality Assurance Analyst.
Key Accountabilities
Incorporates customer journeys/voice of customer into products, solutions, and service design for an enhanced customer experience across the Bank.
Evaluates the performance of customer value propositions and drives desired actions from agreed interventions.
Formulates the channel service framework and supervises its implementation by departmental and channel service management.
Highlights gaps at frontline by interviewing key frontline facing roles.
Builds capability of key resources by training across the network, on the job, from gaps or during induction. Recommends and executes the customer experience rewards and recognitions budget.
Assesses resourcing requirements in the unit and coordinates with Head Customer
Experience and Human Resources in the placement of resources to support major customer impacting interventions during complaints resolution or root cause elimination.
Achieves customer retention by supervising the seamless execution of related activities of the outbound Call Centre and between departments, as coordinated by the Quality Assurance Officer.
Executes service revolution activities between departments and branches aligning with Heads of Departments on recommended ideas and changes for implementation.
Initiates customer engagement sessions and holds continuous improvement sessions at department, region, and branch levels for actions implementation. Continuously communicates with all areas of the bank to uphold alignment and calibration.
Initiates the service newsletters working closely with the Communications Manager to promote and support the delivery of our customer experience agenda.
Highlights and escalates customer insights by department on changing needs and pain points to drive improvement.
Supervises service providers used in customer experience enablement to deliver
work to the agreed standards.
Qualifications, Experience and Competencies Required:
Bachelor’s Degree in Business Administration, Marketing, or any other relevant field.
At least five years’ experience within front line service delivery in a commercial environment two of which should be in a supervisory capacity.
Level one lean process improvement will be an added advantage.
Service Management training.
Computer literacy i.e. proficiency in Microsoft applications.
Ability to engage widely in a mid-large size firm.
Data management and analytics – effective and efficient management of business-related data in an accurate manner.
Effective business communication and leadership skills.
Good planning and organization skills to implement plans consistent with customer experience strategy.
Client account management knowledge of complaints handling frameworks, processes, and tools.
How to Apply
If you believe you meet the requirements as noted above, please forward your application with a detailed CV including present position and copies of relevant professional/academic certificates (University Transcript, O & A level), by close of business on Thursday 29th October 2020 to the email address indicated below;
Vacanciesbank@dfcugroup.com
dfcu Bank is committed to give equal opportunities in employment and aims to ensure that it does not discriminate against gender or race. Only short-listed candidates will be contacted through +256 312 300391.
Disclaimer
dfcu Bank does not solicit/accept payment in cash/kind from prospective candidates in exchange for shortlisting or job placement.
Any candidate who engages in this kind of transaction is aiding and abetting fraud and will be automatically disqualified.
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