Head of Customer Service Employment Opportunity – DFCU Bank

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Job Title:      Head of Customer Service
Organization: DFCU Bank
Duty Station: Kampala,
Uganda
Reports to: Head of Consumer
Banking
About US:
DFCU bank is a fast growing commercial bank offering a variety of
innovative products and services. DFCU Limited was started by the Commonwealth
Development Corporation (CDC) of the United Kingdom and the Government of
Uganda through the Uganda Development Corporation (UDC) under the name of
Development Finance Company of Uganda Limited. Later restructuring brought in
DEG (of Germany) and International Finance Corporation (IFC) as equal partners
with CDC and UDC, each having a 25% stake in the company. Its objective was to
support long-term development projects whose financing needs and risk did not
appeal to the then existing financial commercial lending institutions.
Job Summary: The Head of
Customer Service will enhance the overall customer experience/ Net Promoter
score (NPS) in dfcu Bank by developing and implementing a bank wide customer
service strategy and entrenching a strong customer- centric service within the
bank. The role provides leadership to all the customer service staff to
deliver, measure, track and execute on the service goals.
Key Duties and Responsibilities:
·        
The
jobholder will also enhance and develop means to cascade a customer service
culture and values across the bank. These means include regular customer
service workshops, training, feedback sessions and campaigns.
·        
Actively
promote bank services to all customers and ensure migration of customers to
ATMs, e-banking, Call Center and any alternative delivery channels. This is
done through constant sensitization of customers and Bank staff in
regards to the benefits of using the alternate service points.
·        
Keenly
monitor service delivery across the bank through service tracking of customer
feedback on turnaround time of bank services, to continuously meet and
exceed customer expectations.
·        
Provide
‘technical’ leadership, supervision and motivation to all staff in the bank who
serve customers (Both Internal and External).
·        
Conduct
surveys, undertake research to analyse customer responses and assess the
effectiveness of customer education/information and propose appropriate
communication.
·        
Develop
staff to deal effectively with routine needs of customers by responding
promptly in an efficient, professional, and accurate manner to ensure maximum
customer satisfaction.



Qualifications, Skills and
Experience:
·        
The applicant for the DFCU Bank Head of Customer
Service job placement must hold a Bachelor’s Degree with a thorough understanding of the Financial Services industry.
·        
At
least ten years’ experience with four years’ relevant experience in
leadership of a service delivery team in a commercial environment.
·        
Computer
literacy i.e. proficiency in Microsoft applications.
·        
Ability
to strategize, conceptualize and implement customer experience agenda and
initiatives.
·        
Strong
leadership ability to manage mid to large size teams.
·        
Effective
communication and presentation skills.
·        
Highly
assertive and able to handle conflict.
·        
Creativity
and innovation in order to continuously come up with ways of making customer
service experiences better.
·        
Good
team player.
How to Apply:
All candidates who so wish to join the banking sector in the
aforementioned capacity are encouraged to send their applications with detailed
CVs including present position and copies of relevant professional/academic
certificates to: Vacanciesbank@dfcugroup.com
Deadline: 15th November 2017
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