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Job Title:    Manager Customer Experience

Organization:  DFCU
Bank

Duty Station:  Kampala,
Uganda

Reports to: Head-
Customer Experience

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 Manager Customer Experience is a change,
engagement and implementation arm of the Customer Experience unit that defines,
engages departments, tracks, and follows through the implementation of SLAs and
customer experience standards using the service revolution framework across the
bank for an improved target NPS. The role also supervises and provides
direction to the Quality Assurance Analyst.

Key Duties and Responsibilities:  

·       
Incorporates
customer journeys/voice of customer into products, solutions, and service
design for an enhanced customer experience across the Bank.

·       
Evaluates
the performance of customer value propositions and drives desired actions from
agreed interventions.

·       
Formulates
the channel service framework and supervises its implementation by departmental
and channel service management.

·       
Highlights
gaps at frontline by interviewing key frontline facing roles.

·       
Builds
capability of key resources by training across the network, on the job, from
gaps or during induction. Recommends and executes the customer experience
rewards and recognitions budget.

·       
Assesses
resourcing requirements in the unit and coordinates with Head Customer
Experience and Human Resources in the placement of resources to support major
customer impacting interventions during complaints resolution or root cause
elimination.

·       
Achieves
customer retention by supervising the seamless execution of related activities
of the outbound Call Centre and between departments, as coordinated by the
Quality Assurance Officer.

·       
Executes
service revolution activities between departments and branches aligning with
Heads of Departments on recommended ideas and changes for implementation.

·       
Initiates
customer engagement sessions and holds continuous improvement sessions at
department, region, and branch levels for actions implementation. Continuously
communicates with all areas of the bank to uphold alignment and calibration.

·       
Initiates
the service newsletters working closely with the Communications Manager to
promote and support the delivery of our customer experience agenda.

·       
Highlights
and escalates customer insights by department on changing needs and pain points
to drive improvement.

·       
Supervises
service providers used in customer experience enablement to deliver work to the
agreed standards.

Qualifications, Skills and Experience:

·       
The
applicant for the DFCU Bank Manager Customer Experience job must hold a
Bachelor’s Degree in Business Administration, Marketing, or any other relevant
field.

·       
At least
five years’ experience within front line service delivery in a commercial
environment two of which should be in a supervisory capacity.

·       
Level
one lean process improvement will be an added advantage.

·       
Service
Management training.

·       
Computer
literacy i.e. proficiency in Microsoft applications.

·       
Ability
to engage widely in a mid-large size firm.

·       
Data
management and analytics – effective and efficient management of
business-related data in an accurate manner.

·       
Effective
business communication and leadership skills.

·       
Good
planning and organization skills to implement plans consistent with customer
experience strategy.

·       
Client
account management knowledge of complaints handling frameworks, processes, and
tools.

How to Apply:

All suitably
qualified and interested candidates are encouraged to
send applications with detailed CV’s including present
position and copies of relevant professional/academic certificates (University
Transcript, O and A level) to the email address indicated below;
Vacanciesbank@dfcugroup.com

Deadline: 29^th October 2020

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