The Ugandan Jobline

• Proactively
  implement the service strategy and customer initiatives to gain staff
  commitment to provide world class service in all Branches, Service Centres
  and at front end channels.
• Responsible
  for implementing and monitoring of service measures along with meeting the
  benchmark for the same, through correct action plan, where applicable.
• Own the
  results from the various Service satisfaction surveys through sharing them
  across the business & incorporating corrective measures into current
  plans. 
• Conduct
  process enhancement group discussions with units involved in producing
  solutions/suggestions for service/process improvements.
• Oversee front
  end service forums, providing appropriate MI and highlighting reasons for
  performance.
• Working with
  respective Managers, CTLs and champions, ensure actions are taken on all
  issues raised.
• Create and
  implement various customer service / service week or month initiatives
  across the channel, with targets for improved customer satisfaction.
• Regularly
  visit outlets to drive appropriate customer service behaviors and share
  best practice.
• Ensure all
  front end channels have the complaints logging system access and verify if
  the complaint logging process is embedded and religiously followed
  through.
• Manage and
  run any change initiatives relating to service.  
• Develop and
  implement reward and recognition for staff motivation and performance
  achievement.
• Responsible
  for developing and implementing all service initiatives as per the
  Regional and in-country Service framework
• Responsible
  for developing and rolling out service skill based training for staff.
• Ensure all
  front end staff have gone through the mandatory product, system and basic
  service skill trainings before being placed in the Branches and sales and
  service centres.  In addition, all staff have received adequate
  training on new products and services to be rolled out.
• Drive new
  approaches, a step change and serve as a catalyst for the creation of a
  customer experience culture.

• Champion and
  promote the delivery of an excellent and consistent customer service and
  sales experience for customers by motivating and inspiring teams across
  all front end channels.
• Support
  management in the design, planning, and launch of all customer service
  initiatives and projects across Front end customer centres
• Marketing/communication
  – ensuring the communication and articulation of our products, services,
  capabilities are clearly and simply communicated in language customers
  understand – not in bank speak
• Through
  customer data, customer insight and external benchmarking, define
  requirements for customer experience improvement
• 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.
• Provide
  ongoing feedback on customer service to all levels within the business,
  ensuring an integrated country effort around service initiatives.

• 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 the
  Branch parenting program
• Oversee,
  Monitor and Report on Key Performance Indicators for front end services.

• Provide active and inspiring leadership
  to front end staff in-country.
• Ensure adequate training for all CTLs
  and Champions to support them provide world class service – ensure they in
  turn train

• Be a visible advocate of service for the
  channel, role modeling all behaviors as related to customer service.
• Identify, select, recruit, develop and
  retain a high performing team committed to achieving success through each
  other
• Agree challenging performance and
  development objectives for the team providing regular feedback, coaching
  and training to ensure their maximum potential is achieved.
• Identify and plan succession roles for
  own role and direct reports with supporting development plans for
  succession roles

• The applicant should possess comprehensive understanding of world class service in both financial services and
  other industries;
• Appreciation of market and industry
  service propositions and benchmarks
• Possess the ability and experience in
  implementing 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.
• Prior service-orientated,
  customer-facing role.
• Experience in creating innovative
  solutions that differentiate, provide a unique customer experience and
  subsequently drive engagement and loyalty.
• Exhibit 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
• Good relationship Management skills
• Problem solving and decision making
• Resilience and ability to manage in a
  complex matrix

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