The Ugandan Jobline

• The
  Head will ensure we maintain and enhance our Service Quality tracking
  performance through world class MI relating to CSAT calling, mystery
  shopping and customer satisfaction surveys
• To
  drive & deliver a radical improvement in customer service to our
  chosen market segment through dynamic service leadership in Barclays
  Uganda
• Develop
  strategy for process improvement and Culture change
• Develop,
  deploy, and maintain central repository for all policies and procedures
  across the customer service unit and ensure adherence to these procedures
  and standards.
• As
  Secretary to the BBU Customer Service Quality Forum on a monthly basis,
  provide MI and contribute to root cause analysis and implementation of
  remedial service improvement actions in conjunction with Management.

• Proactively
  implement the service quality countrywide customer initiatives to gain
  staff commitment to provide world class service.
• Assist
  Customer Insight team to conduct customer research.
• Own
  the results from the various Service Measures through sharing them across
  the business & incorporating corrective measures into current
  plans. 
• Conduct
  process enhancement group discussions with business heads and stakeholders
  & involve them in producing solutions/suggestions for service/process
  improvements.
• As
  secretary to the monthly service forums, provide MI as necessary and
  contributing to root cause analysis and implementation of remedial actions
  in conjunction with management and key stakeholders.
• Create
  and lead a revolution in customer service, which is the envy of our
  competition, and actively support and monitor outlet champions in their
  pursuit of complaints resolution.
• Regularly
  visit outlets to drive appropriate customer service behaviors and share
  best practice.
• Represent
  a central point of reference, best practice and ownership in the business
  for process improvement and lean projects while constantly reaffirming the
  importance and profile of complaints in the organization.  
• Manage
  and run any change initiatives relating to service

• Identify
  systems & processes which create barriers to serving customers &
  improve/eliminate these to create value for customers.
• Motivate
  & inspire staff to improve service levels, through implementation of
  service initiatives & ongoing coaching.
• Champion
  and promote the delivery of an excellent and consistent customer service
  and sales experience for customers ensuring that all processes defined by
  the business are customer centric
• Support
  management in the design, planning, and launch of all customer service
  initiatives and projects
• Provide
  ongoing feedback on customer service to all levels within the business,
  ensuring an integrated country effort around service initiatives.

• Provide
  active and inspiring leadership to service quality in-country.
• Be
  a visible advocate of service within the country, role modelling all
  behaviors as related to customer service.

• Ensure
  necessary regulatory and compliance requirements related to service are
  adhered to and strictly applied.
• Provide
  ongoing feedback on current status of service initiatives & customer
  service levels to the business and BA (as required), suggesting
  improvements or new programs where appropriate.
• Oversee,
  Monitor and Report on Key Performance Indicators for Service Quality unit.

• Develop,
  implement and embed a Customer service Improvement Programme that will
  transform the reputation of BBU as primarily an excellent customer service
  organization
• Using
  customer service measures to identify and drive associated service /
  process improvements.
• Design
  and oversee the delivery of annual training and development plans for
  customer service improvements across potentially all BBU colleagues
• Successful
  delivery of a centralized policy and procedures repository visible to all
  Service Team Members
• Identify
  and successfully work with stakeholders to execute process improvement on
  selected business units, significantly improving customer experience
  and/or reducing cost.
• Identify
  KPIs (Key Performance Indicators) for all Operations business units and
  build a dashboard system to make to track service performance and drive
  improvement
• Implement
  quality checking to reduce internal and external customer complaints.
  Identify primary causes of complaints and coordinate with affected
  stakeholders to eliminate core causes of complaints. 

• Broad
  understanding of world class service in both financial services and other
  industries. 
• Ability
  to implement projects / programmes according to set objectives &
  timelines, across a wide business platform.
• Job
  holder must have managed teams previously and must have a strong buoyant
  personality.
• Experience
  in financial services.
• Team
  Management and extensive experience in a senior customer service
  management role.
• Previous
  service-orientated, customer-facing role.
• Experience
  in driving & implementing projects / initiatives. 

• A
  passion and instinctive inclination towards excellent customer service.
• Proven
  leadership, coaching and development skills.
• Excellent
  communication and presentation skills, both written and oral.
• Excellent
  interpersonal and networking skills, with the ability to influence and
  guide strategy at senior levels.
• Training
  delivery and facilitation, mastering questioning techniques

Related Jobs