Result Based Financing Advisor - Q-Sourcing Servtec

  Job Title:       Result Based Financing Advisor Organization:    Q-Sourcing Servtec Duty Station:   Kampala, Uganda Reference: QSSU-...

Manager Customer Experience Job Placement - DFCU Bank

Job Title:    Manager Customer Experience

Organization:  DFCU Bank

Duty Station:  Kampala, Uganda

Reports to: Head- Customer Experience


About US:

DFCU Bank is a fast growing commercial bank offering a variety of innovative products and services. DFCU Limited was started by the Commonwealth Development Corporation (CDC) of the United Kingdom and the Government of Uganda through the Uganda Development Corporation (UDC) under the name of Development Finance Company of Uganda Limited. Later restructuring brought in DEG (of Germany) and International Finance Corporation (IFC) as equal partners with CDC and UDC, each having a 25% stake in the company. Its objective was to support long-term development projects whose financing needs and risk did not appeal to the then existing financial commercial lending institutions.


Job Summary:  The Manager Customer Experience 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 Duties and Responsibilities:  

·        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, Skills and Experience:

·        The applicant for the DFCU Bank Manager Customer Experience job must hold a 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:

All suitably qualified and interested candidates are encouraged to send applications with detailed CV’s including present position and copies of relevant professional/academic certificates (University Transcript, O and A level) to the email address indicated below;


Deadline: 29th October 2020


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