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Manager Customer Contact Centre Job Placement - Stanbic Bank

Job Title:        Manager Customer Contact Centre
Organisation: Stanbic Bank
Duty Station: Kampala, Uganda
Job ID: 21984 

About US:
Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings Limited which is in turn owned by Standard Bank Group Limited (“the Group”), Africa’s leading banking and financial services group. The Standard Bank Group is the leading banking group focused on emerging markets. It is the largest African banking group ranked by assets and earnings. Stanbic Bank Uganda Limited is the largest bank in Uganda by assets and market capitalization. It offers a full range of banking services through two business units; Personal and Business Banking (PBB), and Corporate and Investment Banking (CIB).

Job Summary: The Manager Customer Contact Centre will oversee the inbound and outbound contact centre functions to deliver services, sales, retention and on-boarding functions to all segments in the personal and business banking department, which align to the business and distribution strategies to achieve customer satisfaction and financial objectives.

Key Duties and Responsibilities: 
  • The incumbent will develop and run the Contact Centre sales and service delivery offerings to meet customers’ dynamic needs.
  • Manage the daily functioning of the Contact Centre to ensure sales, service, on-boarding and retention delivery standards are met and maintained in line with banks defined standards.
  • Use analyzed data and feedback/observations to initiate or approve recommendations on key performance indicators, processes, operations of the Contact Centre in order to improve performance and customer experience.
  • Actively support the Bank’s policy and best practice in the area of risk, compliance and security, with particular emphasis to protection of sensitive customer information.
  • Action on escalated customer complaints and also ensure customer inquiries, queries and complaints are resolved as per the Banks Customer Service standards, policies and guidelines.
  • Advise the Team Leaders and all other roles in the Centre to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient functioning of the contact centre.
  • Analyze performance, highlighting problem areas and identifying improvement actions to ensure set performance goals of the Centre are met.
  • Identify, initiate and drive projects that are geared to improve performance of the customer contact centre.
  • Carry out regular one-on-one meetings, team meetings, training, counselling and coaching sessions for direct reports and all Centre staff to ensure staff engagement and people development.
  • Conduct regular performance appraisals and remuneration reviews for direct reports and also ensure all Centre staff are regularly and fairly apprised.
  • Plan and manage the Contact Centre expenditures to ensure the Centre is run within the allocated budget.
  • Maintain up-to-date knowledge of developments within the bank and industry so as to plan, manage, adopt and develop strategies that support change and the Centre’s service and sales mandate.
  • Liaise with product heads and marketing department regarding communication of existing and new products/services so as to manage the impact on the Contact Centre and service delivery

Qualifications, Skills and Experience: 
  • The ideal candidate for the Stanbic Bank Manager Customer Contact Centre job vacancy should hold a University Degree in a relevant field
  • Certification in Call Centre Operations
  • Broad working knowledge of Customer Administration, Soft Skills and Query processing architecture
  • Bank systems and Products are an advantage
  • Sound knowledge of Customer Administration, Soft Skills and Query processing architecture
  • Bank systems and Products are an advantage

How to Apply:
All candidates who wish to join the one of Africa’s biggest Banking Groups, Standard Bank in the aforementioned capacity are encouraged to Apply Online by visiting Link below.

Deadline: 15th July 2016

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