Job Title: Assistant Manager –Service Excellence
Organisation: Bank of
Africa – Uganda Ltd (BOA)
Africa – Uganda Ltd (BOA)
Duty Station: Kampala,
Uganda
Uganda
Reports to: Service
Excellence Manager
Excellence Manager
About BOA:
Bank Of Africa – Uganda Ltd. is
part of GROUPE BANK OF AFRICA (BOA) comprising 16 Commercial Banks, 3 Leasing
Companies, 2 Investment Companies, a Stock Brokerage Company, an Asset
Management Company and a Mortgage Bank. It spans 15 African countries and
France, employing over 5,000 people. BOA believes in Transparency, Expertise,
Proximity and Responsibility.
part of GROUPE BANK OF AFRICA (BOA) comprising 16 Commercial Banks, 3 Leasing
Companies, 2 Investment Companies, a Stock Brokerage Company, an Asset
Management Company and a Mortgage Bank. It spans 15 African countries and
France, employing over 5,000 people. BOA believes in Transparency, Expertise,
Proximity and Responsibility.
Job Summary: The
Assistant Manager –Service Excellence will work closely with the Manager –Service
Excellence to implement customer service excellence programmes so as to build a
customer centric bank, while supporting delivery of quality service for both
external and internal customers across the Bank, through proactive service
support programmes
Assistant Manager –Service Excellence will work closely with the Manager –Service
Excellence to implement customer service excellence programmes so as to build a
customer centric bank, while supporting delivery of quality service for both
external and internal customers across the Bank, through proactive service
support programmes
Key Duties and Responsibilities:
- 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
Qualifications, Skills and Experience:
- 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
How to Apply:
All suitably qualified and
interested candidates who wish to join the Banking Sector with Bank of Africa
should send a cover letter and up-to date curriculum vitae preferably by email
(no scans), or hand delivery to the address below;
interested candidates who wish to join the Banking Sector with Bank of Africa
should send a cover letter and up-to date curriculum vitae preferably by email
(no scans), or hand delivery to the address below;
Talent Manager, BANK OF AFRICA
– Uganda, Plot 45 Jinja Road, Kampala,
Uganda.
– Uganda, Plot 45 Jinja Road, Kampala,
Uganda.
NB:
- 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
Deadline: Saturday, 27th December 2014 by 5:00 PM
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