Banking Jobs – Manager, Quality Service at Bank of Africa

Reports to: Head of Retail Banking
About Bank of Africa:
BANK OF AFRICA – UGANDA Ltd. is part of GROUPE BANK OF AFRICA (BOA) comprising fifteen commercial banks, three leasing companies, two life-insurance companies, two investment companies, a stock brokerage company and an ICT subsidiary. It spans 15 African countries and employs over 5,000 people. BOA believes in transparency, expertise, proximity and responsibility.
Job Summary: BOA UGANDA is seeking applications from accomplished suitably qualified persons to take up the position of Manager, Quality Service. The position will be responsible for the following:
  • To drive & deliver Service Quality for both external and internal customers across the Bank through dynamic service leadership.
  • Develop and implement a Customer Centric Program that will transform the reputation of Bank of Africa Uganda as a primarily excellent customer service organization.
Key Duties and Responsibilities:
  • Develop and execute a clear quality service strategy in the Bank
  • Manage the customer complaints process ensuring proper resolution of all queries and complaints from customers. Champion and ensure adherence to the BOU Consumer protection Guidelines.
  • Implement the Bank’s customer service charter and other service improvement schemes for the entire bank.
  • Initiate change to improve service to customers by obtaining and using feedback from customers in relation to their desired requirements as well as implement agreed service improvements
  • Manage the Customer contact centre.
  • Act as a first reference point for customer issues requiring management action.
  • Support the Induction of staff to build a quality service Culture within the bank.
  • Maintain reliable customer service records/data required by management in designing effective customer service care strategies and policies.
  • Ensure that the Bank maintains and enhances Service Quality tracking performance through Top class Ml relating to awareness, mystery shopping and customer satisfaction surveys.
Qualifications, Skills & Experience:
  • Wider understanding of world class customer service in financial services.
  • Ability to implement 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.
  • Team Management and extensive experience in a senior customer service management role.
  • Previous service-orientated, customer-facing role
How to apply:
Applicants should send comprehensive applications and up-to date curriculum vitae preferably by email (no scans), or hand delivery to the address below so as to reach us by Saturday, 30th March 2013. Your application should include three references, none of whom should be your relative arid all of whom should have supervised you, taught you or known you through your work.
Head of Human Resources BANK OF AFRICA – UGANDA Plot 45 Jinja Road Email:
Applications received after the deadline will not be accepted.
Applicants who do not meet all the above requirements will not be considered.
Only selected candidates will be contacted within two weeks from the deadline.
Canvassing or non-disclosure of relations with current BOA staff when requested will lead to automatic disqualification BOA is on equal opportunities employer and therefore places no restrictions on gender eligibility
BOA Uganda locations are non-smoking environments.
Further information on GROUPE BANK OF AFRICA can be obtained from
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