The Ugandan Jobline

• The incumbent will drive Service Quality
  within SBU to achieve satisfactory score a positive NPS on overall country
  performance, in-country Service Quality and Market Probe.
• The jobholder will work with Business Units
  (PBB & CIB) and Enabling Functions to achieve the targeted score in
  Complaints Management and Service metrics through effective management of
  daily operations, people and resources.
• The incumbent will implement and adhere to
  Group’s policies, procedures, service standards and performance
  measurements which support Service Quality.
• Provide periodic MIS reporting which are
  accurate, complete and timely for better management of customers’ queries
  and complaints.
• Work closely with the Continuous
  Improvement team to review Policies and Procedures, Process Development
  that drive better customer experience while adhering to bank controls and
  meet all regulatory and internal requirements.
• Embed service as a key deliverable across
  the bank at all levels. Empowering people in the bank to take actions to
  deliver better service within the principles of service delivery
• To follow-up on status of preventive
  actions agreed with the relevant business units so that no recurrences on
  similar root causes of service failure resulting in complaints again.
• To work with team members to achieve
  service excellence through optimal use of resources.
• To investigate high priority customers’
  complaints and follow-up till resolution within standard TAT.
• To work with unit manager to implement
  initiatives for improvement on complaints manage
• Keep abreast of best practices (locally
  and internationally) and make appropriate recommendations within the
  customer experience team
• Manage day to day deliverable of Service
  Quality Managers and build a high performance culture through robust
  performance management
• Drive team engagement through follow
  through of the Impact Plan, performance discussion and career development
  conversation

• The applicant for the Stanbic Bank Head
  Service Quality career placement should hold a relevant Bachelor’s degree 
• A minimum of ten years of overall
  experience with last 3 years in leading a team of Service experts,
  QA/Process specialists in a Banking or call centre environment
• Computer literacy i.e. proficiency in
  Excel & Microsoft Power point knowledge
• Knowledge/qualification of six- sigma,
  lean management or process improvement methodology
• Ability to strategize, conceptualize &
  implement customer experience agenda & initiatives
• Strong leadership ability to manage
  mid-large sized teams
• Previous experience in managing large
  re-engineering initiatives
• High on customer orientation
• Experience in applying coaching techniques
• Working knowledge of procedures of product
  implementation.
• Effective communication & presentation
  skills
• Good team player, approachable
• Good verbal and written communication
  skills, sincere and articulate.
• Results-oriented, able to successfully
  deliver project outcomes.
• Assertive, able to handle conflict and not
  take criticism personally.
• Extensive knowledge of the supply chain
  and related business functions (i.e.. finance, marketing, etc.)
• Should have knowledge of applicable laws
  and regulations (i.e.. Financial Consumer Protections Guidelines,
  Employment laws, etc..)
• Process improvements – lean six sigma or
  process improvement technology

Related Jobs