The Ugandan Jobline

• Maintain
  and enhance our Service Quality tracking performance through world class
  MI relating to CSAT calling, mystery shopping, TCF and customer surveys
• Drive
  & deliver a radical improvement in customer service
• Support
  process improvement and Culture change
• Act
  as an integral member of the Customer Service team

• Proactively implement the service
  quality strategy to gain staff commitment to provide world class service.
• Own the results from the various service
  measures; work with stakeholders to come up with corrective measures that
  are tracked. 
• Regularly visit to branches and other
  departments to drive appropriate customer service behaviours and share
  best practice.
• Champion and promote the delivery of an
  excellent and consistent customer service experience for customers
  ensuring that all processes defined by the business are customer centric
• Initiate and/or support management in
  the planning and launch of customer service initiatives and projects
  across the business.
• Provide ongoing feedback on customer
  service to all levels
• Identify and solve problems for
  potential and existing customers’ generated day to day activities,
  introducing them to more specialist advice, products and services as
  required.
• Assist  in conducting customer
  surveys/self assessments (i.e. Primary point of contact for CSAT
  calling/surveys, Mystery shopping, TCF and independent/outsourced surveys)
• Support in Complaint & query
  management following the Bank’s policies and procedures and engaging
  colleagues as appropriate.
• Achieve and seek to exceed all agreed
  service targets.
• Be an active member of the Customer
  Service team, supporting colleagues and others in the delivery of
  excellent customer service.

• Support management in the design,
  planning, and launch of all customer service initiatives and projects

• Proactively generate customer interest
  in products and services, either by face-to-face, mail or telephone
  contact, following up given to sales colleagues
• Identify systems & processes which
  create barriers to serving customers & improve/support in eliminating
  these to create value for customers.
• Motivate & inspire colleagues across
  the business to improve service levels, through implementation of service
  initiatives & ongoing coaching.
• Provide ongoing feedback on customer
  service to all levels within the business, ensuring an integrated country
  effort around service initiatives.

• Provide active and inspiring guidance
  team members and front end colleagues.
• Be a visible advocate of quality
  service, role modelling all behaviours 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 your line
  manager, Service Team, business and BA (as required), suggesting
  improvements where appropriate.
• Oversee, Monitor and Report on Key
  Performance Indicators for Service Quality unit.
• Perform any other duties as assigned.

• The applicant should possess a broad
  understanding of world class service in both financial services and other
  industries. 
• Possess the ability to implement
  Initiatives / projects according to set objectives & timelines
• The job holder must have a strong
  buoyant personality.
• Good team Management and extensive
  experience in a senior customer service management role.
• Previous service-orientated,
  customer-facing role.
• General knowledge of the challenges
  faced by a range of different (Retail/Corporate) customers
• Good working knowledge of Bank’s
  internal systems
• Possess 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
• Training delivery and facilitation
• Excellent team Player

Related Jobs