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Position Details: Customer Service Manager

Location: Kampala, Uganda
Openings: 1

Description:

THE POSITION
Develop and lead the implementation of an innovative customer service strategy that delivers a consistent, seamless and trusted customer experience through the different channels across the Bank, to create competitive advantage and ultimately drive revenue growth.

KEY RESPONSIBILITIES

As a Customer Service Manager, the major responsibilities of this position will be to:-

  • To develop and deliver the Banks customer service strategy, in order to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise
  • Managing the customer experience across all banking channels and inter functional to deliver high levels of service.
  • Developing and delivering the Banks customer service strategy, in order to improve the customer experience, in order to achieve the Banks objectives and deliver the Banks
  • brand promise.
  • Outlining “the journey” to achieve the customer experience vision including key landmarks
  • and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries.
  • Responsible for improving customer satisfaction, customer segmentation and retention
  • objectives.
  • Designing, establishing and implementing a systematic framework that proactively solicits,
  • anticipates, receives and assimilates the “Voice of the Customer” across all touch points
  • to identify customers’ critical priorities.
  • Leading the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience
  • reliability in key customer touch points whilst minimizing the disruption to the existing
  • business.
  • Championing the developing a stronger “customer experience” mind set & culture within the business, ensuring that all employees are absolutely consistent in their understanding of what their contribution is to the customer experience 
  • Manage customer relationships and continuously improve on the same in order to create customer loyalty.
  • Evaluate service delivery channels and processes and implement strategies to address service gaps.
The successful applicant should have the following minimum qualifications and experience:

  • University Degree from a recognized university.
  • Possession of a professional qualification/ Master’s degree will be an added advantage.
  • 7 years’ experience, 5 of which should be in a Senior Management position in a medium sized Financial institution
  • Possession of stakeholder management skills
  • Excellent planning and organizing capabilities
  • Interpersonal and analytical skills
  • Strong oral and written communication skills


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