Job Title: Manager Customer Service
Organization: Bayport
Financial Services (Uganda) Ltd
Financial Services (Uganda) Ltd
Duty Station: Kampala,
Uganda
Uganda
About US:
Bayport Financial
Services (Uganda) Ltd is part of the Bayport International Group (BML)
headquartered in Johannesburg, South Africa with Financial Services Operations
in over Nine Countries in Africa and South America.
Services (Uganda) Ltd is part of the Bayport International Group (BML)
headquartered in Johannesburg, South Africa with Financial Services Operations
in over Nine Countries in Africa and South America.
Job Summary: The Manager Customer Service is a member of
Management reporting directly to the Chief Executive Officer and is responsible
for the overall service and sales excellence and symphony in the Business by
ensuring that the service policy and practice remains relevant and fully
implemented from time while providing optimal support to all Branches, Regions
and Head Office Departments in delivering on the Service objectives, promises
and commitments set from time to time.
The Manager, Customer Service further ensures optimal staffing of the
service Unit and advises management on service fluency requirements and
emerging challenges and opportunities in regards to Customer Service.
Management reporting directly to the Chief Executive Officer and is responsible
for the overall service and sales excellence and symphony in the Business by
ensuring that the service policy and practice remains relevant and fully
implemented from time while providing optimal support to all Branches, Regions
and Head Office Departments in delivering on the Service objectives, promises
and commitments set from time to time.
The Manager, Customer Service further ensures optimal staffing of the
service Unit and advises management on service fluency requirements and
emerging challenges and opportunities in regards to Customer Service.
Key Duties and Responsibilities:
- Timely Service: The Service Manager is
required to set, monitor and regulate the timeliness of service feedback
and service resolution times of all service complaints and complaints, - Service Systems Management: To ensure
all service systems are tracked and all complaints and queries timely
handled and feedback given to ensure clients satisfaction and escalation
of unresolved feedback to the attention of relevant partnership
departments and Functions, - Stakeholder Engagement: To develop
working communication with leaderships of districts and votes with a view
to ensuring timely handling of feedback, proactive provision of support
service and proactive sales engagements, - Management, Recruitment and Training of
the Service Resources and Channels: The Service Manager is expected to
recruit, train and ensure retention of all Branch Service and Sales
officers (Customer Service Officers) in all 52 Branches of the business
and ensure that the service teams proactively support and undertake both
direct and indirect sales and achieve 100% conversion of cross selling
opportunities at Branch and Head office walk-ins
- Head office Fulfilment and Service Centers: The Service Manager is
tasked with ensuring sufficient staff compliment at all service points in
Head office with particular emphasis on Service Initiation Desks, Service
Resolution Desks and Branch Support Desks; Call Centers and Sales
Fulfillment Centers, to ensure sales and service expectations are met and
positive feedback is generated throughout all these service support desks
and sales and service centers
Executes at speed, accuracy and ensure that all clients’ issues are
handled in a timely manner.
- Periodical Service Health Checks in all
Departments, Divisions, Regions and Branches: Conduct biannual service
performance quality in all areas of the business focusing on timeliness of
service, quality of service, benefits of the said service and appreciation
and feedback from all relevant stakeholders regarding the company service
propositions and offerings in the entire business and report to Management
findings and recommendations for improvement, changes according to review
report. - Special Service requests and
reconciliations: Ensure all special requests from customers are handled
within the same day of requests and that feedback is documented and given
within the allowed service policy timeframes. Approves customers’ refunds
and maintains accurate and timely records of correspondence or discussions
with the customers. - Policies and Standards: Ensure the
service policy and standards remains relevant and practical from time to
time advising management whenever there are significant changes in the
industry. - Statistical Feedback: Ensure daily,
weekly and monthly statistical quantitive feedback to management regarding
complaints, service requests, compliments, stakeholder engagements,
comparative competition feedback to support service decision timeliness
and quality.
Qualifications, Skills and Experience:
- The applicant must hold a Bachelor’s degree with honors from a
recognized University. - Six years’ experience in Financial Services Industry, three years of
which MUST have been at a Management level in Sales, Service or Credit
Operations department, preferably in Retail Banking, Microfinance,
Insurance or Telecommunication Sales - Computer Literacy skills
- In-depth knowledge of branch and
regional management systems and procedures. - Thorough understanding of automated
service management systems - Excellent oral and written communication
and a good personality and a team player capable of working with and in a
large team - Ability to work independently and with
minimum supervision while meeting and exceeding deadlines and expectations
- Willingness to work and travel widely to
all Bayport Uganda Branches assessing and implementing service strategy
changes - Sober, mature, organized and
self-controlled; easy to work with and must be a team player. - Must currently be actively employed
Rewards: All
these opportunities have excellent and negotiable rewards for the best assessed
candidates
these opportunities have excellent and negotiable rewards for the best assessed
candidates
How to Apply:
All suitably
qualified and interested candidates should send their applications with a
signed formal application letter, Detailed Curriculum Vitae and copies of
Previous employment documents and Academic documents and relevant supporting
documentations to The Head of Human Resources, Bayport Financial Services, Plot
54, Lugogo bypass, Kampala, P.O. Box 1171, Kampala, Uganda Or email to
[email protected]; indicating on the left top corner of the application
envelop and if email application on the subject matter, role applied for and
name of applicant
qualified and interested candidates should send their applications with a
signed formal application letter, Detailed Curriculum Vitae and copies of
Previous employment documents and Academic documents and relevant supporting
documentations to The Head of Human Resources, Bayport Financial Services, Plot
54, Lugogo bypass, Kampala, P.O. Box 1171, Kampala, Uganda Or email to
[email protected]; indicating on the left top corner of the application
envelop and if email application on the subject matter, role applied for and
name of applicant
Deadline: 5th October, 2018
NB: If
not contacted by this date, please consider your application as having been
unsuccessful. All previous applicants for any of these roles are advised NOT to
apply again.
not contacted by this date, please consider your application as having been
unsuccessful. All previous applicants for any of these roles are advised NOT to
apply again.
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