Job Title: Customer Service and Assurance Manager
Organization: Housing
Finance Bank
Finance Bank
Duty Station: Kampala,
Uganda
Uganda
Reports to: Head Marketing
and Product Development
and Product Development
About HFB:
Housing Finance Bank was incorporated as a private company under the
Companies Act in December 1967, the Bank has become a household name and has
grown in leaps and bounds with a good track record among the pioneers of a
mortgage lending. National Housing & Construction Corporation, a parastatal
involved in real estate business has 5% shareholding and National Social
Security Fund (NSSF) holds 50% and the Government of Uganda holds 45%. Today,
the bank looks back with pride on the business accomplished in the mortgage
lending business. Through innovation and placing emphasis on Honesty,
Integrity, Efficiency and Customer care, Housing Finance Bank is the leader in
the mortgage, holding a 90% market share.
Companies Act in December 1967, the Bank has become a household name and has
grown in leaps and bounds with a good track record among the pioneers of a
mortgage lending. National Housing & Construction Corporation, a parastatal
involved in real estate business has 5% shareholding and National Social
Security Fund (NSSF) holds 50% and the Government of Uganda holds 45%. Today,
the bank looks back with pride on the business accomplished in the mortgage
lending business. Through innovation and placing emphasis on Honesty,
Integrity, Efficiency and Customer care, Housing Finance Bank is the leader in
the mortgage, holding a 90% market share.
Job Summary: The Customer Service and Assurance Manager
will develop and monitor implementation of customer service standards in line
with the customer service policy and the Bank’s strategic plan.
will develop and monitor implementation of customer service standards in line
with the customer service policy and the Bank’s strategic plan.
Key Duties and
Responsibilities:
Responsibilities:
·
Coordinate the implementation and review of the
Bank’s customer service policies and standards
Coordinate the implementation and review of the
Bank’s customer service policies and standards
·
Conduct customer service and quality assurance
programmes to promote effective customer
experience management.
Conduct customer service and quality assurance
programmes to promote effective customer
experience management.
·
Develop, review and implement an efficient
system of obtaining customer satisfaction levels, generate periodic reports and
engage departments on implementation of follow up actions in line the customer
service standards and the service level agreements .
Develop, review and implement an efficient
system of obtaining customer satisfaction levels, generate periodic reports and
engage departments on implementation of follow up actions in line the customer
service standards and the service level agreements .
·
Analyze client feedback and partner with
departments to build action plans that effectively address the feedback in a
timely manner.
Analyze client feedback and partner with
departments to build action plans that effectively address the feedback in a
timely manner.
·
Regularly interact with clients, obtain and
address information on their needs, expectations and levels of satisfaction in
addition to responding to escalated issues raised through the official
communication channels of the Bank.
Regularly interact with clients, obtain and
address information on their needs, expectations and levels of satisfaction in
addition to responding to escalated issues raised through the official
communication channels of the Bank.
·
Train and coach team members on customer service
policies, procedures, standards and techniques and engage departments to ensure
that all employees consistently provide quality service.
Train and coach team members on customer service
policies, procedures, standards and techniques and engage departments to ensure
that all employees consistently provide quality service.
·
Carry out proactive promotion to enhance the
awareness of the HFB brand and its products and services when dealing with
clients. Coordinate implementation of the activities of the Bank’s Call center.
Carry out proactive promotion to enhance the
awareness of the HFB brand and its products and services when dealing with
clients. Coordinate implementation of the activities of the Bank’s Call center.
·
Implement, monitor and report on the Bank’s
compliance to the Bank of Uganda Financial Consumer Protection Guidelines
Implement, monitor and report on the Bank’s
compliance to the Bank of Uganda Financial Consumer Protection Guidelines
·
Perform any other duties as assigned by the Head
Marketing and Product Development
Perform any other duties as assigned by the Head
Marketing and Product Development
Qualifications, Skills and
Experience:
Experience:
·
The ideal candidate for the Housing Finance Bank
Customer Service and Assurance Manager job placement must hold a Bachelor’s
degree in Business Administration, Commerce, Marketing, or Related Degree from
a recognized institution.
The ideal candidate for the Housing Finance Bank
Customer Service and Assurance Manager job placement must hold a Bachelor’s
degree in Business Administration, Commerce, Marketing, or Related Degree from
a recognized institution.
·
Possession of a related Post graduate
qualifications added advantage
Possession of a related Post graduate
qualifications added advantage
·
At least four years’ experience in customer
service management in a commercial bank and at Manager level
At least four years’ experience in customer
service management in a commercial bank and at Manager level
·
General Banking and knowledge with emphasis on
customer service, PR, Marketing & credit operations
General Banking and knowledge with emphasis on
customer service, PR, Marketing & credit operations
·
Good understanding of banking products and
services.
Good understanding of banking products and
services.
·
Call center management skills
Call center management skills
·
Ability to communicate orally with customers,
management and other co-workers is crucial.
Ability to communicate orally with customers,
management and other co-workers is crucial.
·
Excellent customer service and people skills
Excellent customer service and people skills
·
Focuses on result and responds positively to
feedback
Focuses on result and responds positively to
feedback
·
Consistently approaches work with energy and a
positive, constructive attitude
Consistently approaches work with energy and a
positive, constructive attitude
·
Demonstrates openness to change and ability to
manage complexity
Demonstrates openness to change and ability to
manage complexity
·
High level of integrity
High level of integrity
How to Apply:
All candidates who wish to join the Banking sector are invited to send
their applications including an updated CV, certified copies of all academic
transcripts, certificates and testimonials, daytime telephone contact, and
email address of both applicant, and three competent referees addressed to:
their applications including an updated CV, certified copies of all academic
transcripts, certificates and testimonials, daytime telephone contact, and
email address of both applicant, and three competent referees addressed to:
Head Human Resources, Housing Finance Bank, Plot 4 Wampewo Avenue, P.
O. Box 1539, Kampala. Uganda.
O. Box 1539, Kampala. Uganda.
NB: Only successful
candidates will be contacted. All applicants who will not have heard from us
within five weeks of closing date should consider their application
unsuccessful.
candidates will be contacted. All applicants who will not have heard from us
within five weeks of closing date should consider their application
unsuccessful.
Deadline: 21st
September, 2016
September, 2016
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