Banking Jobs – Assistant Manager –Service Excellence at BOA

Organisation: Bank of
Africa – Uganda Ltd (BOA)
Duty Station: Kampala,
Reports to: Service
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.
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
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
  • 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
  • Structured
    knowledge and understanding of concept, principles and practices of
  • 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;
Talent Manager, BANK OF AFRICA
– Uganda, Plot 45 Jinja Road, Kampala, 
Email to:
  • Applications
    received after the deadline will not be accepted
  • All
    applicants who do not meet all the above requirements will not be
  • 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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