The Ugandan Jobline

• The
  jobholder will directly collaborate with the Manager –Service Excellence
  to champion and drive adherence to the Bank’s Service Charter and the BOU
  Consumer Protection Guidelines
• Actively
  monitoring and enforcing Service Level Agreements between departments and
  reporting Service Level Agreement breaches.
• Plan
  and coordinate customer focus group meetings / clinics and help to focus
  the bank’s efforts to understand and connect better to its customers
• Plan
  and coordinate customer service days / months and extract useful reports
  from such events
• Identify
  and train Service Excellence ambassadors at branch level and continuously
  engage them to actively champion the service excellence agenda of the bank
• Actively
  monitor and ensure efficient on-boarding of clients, with feedback within
  one month of joining Bank of Africa
• Extract
  reports for Exco on dormant accounts and in liaison with relevant
  stakeholders, work out relevant action plans to resuscitate these business
  opportunities
• Oversee
  the resolution of customer complaints and enquiries, and directly
  undertake resolution of escalations from the Service Excellence team
• Manage
  the activities relating to the Bank’s outbound and inbound customer
  contact programmes / structures, including the contact centre, customer /
  market research programmes, and customer feedback channels, and general
  service standards etc
• Generating
  and sending accurate and timely MIS reports relating to the designated
  service excellence programmes and activities

• The
  Assistant Manager –Service Excellence should hold a Bachelor’s degree from
  a recognized university preferably in a business related field
• Clear
  and demonstrable track-record of service in a busy service driven
  organization
• Structured
  knowledge and understanding of concept, principles and practices of
  service
• High
  passion for customers
• Excellent
  communication skills (verbal, written and presentation)
• Good
  team management skills
• Excellent
  interpersonal and teamwork with ability to build influential relations
  across the Bank
• Self-drive,
  initiative and multi-tasking skills
• Assertiveness,
  resilience and follow up skills
• Personal
  orderliness and task effectiveness
• Good
  computer literacy skills
• Possess
  the ability to work in fast paced and results oriented environment

• Applications
  received after the deadline will not be accepted
• All
  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

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