Manager, PBB Service Quality Employment Opportunity – Stanbic Bank

Organisation: Stanbic
Duty Station: 
Kampala, Uganda
About US:
Stanbic Bank Uganda Limited is
a subsidiary of Stanbic Africa Holdings Limited which is in turn owned by
Standard Bank Group Limited (“the Group”), Africa’s leading banking and
financial services group. The Standard Bank Group is the leading banking group
focused on emerging markets. It is the largest African banking group ranked by
assets and earnings. Stanbic Bank Uganda Limited is the largest bank in Uganda
by assets and market capitalization. It offers a full range of banking services
through two business units; Personal and Business Banking (PBB), and Corporate
and Investment Banking (CIB).
Job Summary: The Manager,
PBB Service Quality will provide leadership and direction for Service Quality
in the Personal and Business Banking department by driving excellent and
consistent customer experience
Key Duties and Responsibilities:
Implementation of the customer
service and experience strategy
  • Drive
    the implementation of the Service Quality strategy across the PBB business
  • Align
    the Service Quality function goals and activities to the PBB strategy and
  • Develop
    and measure key performance indicators to determine and improve the
    effectiveness of all service quality activities
  • Prepare
    or oversee the preparation of reports and insights related to the service
    quality function for decision makers
  • Analyse
    customer service related information and evaluate the results to choose
    the best resolutions and alternatives to customer service challenges, and
    to identify opportunities to constantly improve customer service
  • Meet
    customer service financial objectives by forecasting requirements;
    preparing an annual budget; scheduling expenditures; analyzing variances;
    initiating corrective actions.
Build a customer centric
  • Promote
    effective communication on Service Quality throughout all levels in PBB.
  • Develop
    and implement the Service Quality policies, procedures, standards and
  • Communicate
    Service Quality knowledge (e.g., market information, customer insights,
    trends, etc.) across the business.
  • Participates
    in the recruitment, orientation, training, coaching, recognition,
    appraising and disciplining of employees in critical positions to Service
Enhance the customer
  • Determine
    customer service requirements by maintaining contact with customers;
    visiting operational environments; conducting surveys; forming focus
    groups; and benchmarking best practices
  • Provide
    assurance that all customer enquiries are satisfactorily managed, resolved
    and closed within agreed timelines
  • Partner
    with Human Capital to enable for adequate staffing across the customer
    services function to deliver an efficient service to our internal and
    external customers
  • Promote
    the use of the escalation matrix to resolve complaints / disputes within
    the organization that have not been handled adequately through the
    existing channels.
  • Constantly
    review and measure the customer journey and our delivery along it and
    implement actions to improve the customer service and experience
  • Manage
    the improvement ideas coming through from staff that ultimately positively
    impact the customer experience, digital agenda and the universal bank.
Develop customer service
  • Promote
    and manage the process of continuous improvement in Customer Service
    standards across the business
  • Provide
    customer service employees with guidance in handling difficult or complex
    issues or problems so they can be resolved effectively and efficiently
  • Participate
    in developing customer service training and also carry out training as
  • Identify,
    coach and mentor possible successors and service leaders in the bank.

Qualifications, Skills and Experience: 
  • The
    ideal candidate for the Stanbic Bank Manager, PBB Service Quality job
    placement should preferably hold a Bachelor’s degree from a recognized
    university preferably in business or a related field
  • A
    post graduate qualification in a relevant field is added advantage
  • Additional
    professional customer service training is desirable
  • At
    least six years of proven experience within a busy service related
    organization, of which 3 years should be at senior customer relations
    management level
  • Demonstrable
    experience of successful change management or application of continuous
    business improvement techniques
  • Broad
    knowledge of the business value 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.)
  • Strong
    knowledge of the Banks’ policies, procedures and practices.
  • Understanding
    of the interplay between business, product, sales and support functions to
    deliver an excellent and consistent customer expereince.
  • Good
    knowledge of products and services of the Bank
  • Working
    knowledge of the Bank’s operating systems and processes
How to Apply:
All candidates who wish to join
the one of Africa’s biggest Banking Groups, Standard Bank in the aforementioned
capacity are encouraged to Apply Online by visiting Link below.
Deadline: 21st February 2018
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