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Job Title:    Service Management Officer (Customer
Service Jobs)

Organization:  DFCU
Bank

Duty Station:  Kampala,
Uganda

Reports to: Head of Reconciliation and Support

 

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:  Reporting to the Head of Reconciliation and
Support, the Service Management Officer will promote efficient service delivery
within the COO domain through monitoring service level agreements for all
departments within the COO domain, complaint/query analysis, and stakeholder
management.

 

Key Duties and Responsibilities:  

·       
Follow
through on documentation of service level standards for the different
departments in operations where they are nonexistent and the review of those in
existence.

·       
Monitor
and report on performance against SLA to the Heads of department.

·       
Perform
an analysis of the queries/ complaints that are logged in the
complaints/queries management system to identify whether they have been
assigned, tracked, and resolved timely and report on the same weekly.

·       
Plan and
co-ordinate operations service satisfaction surveys and follow up with the different
stakeholders to resolve the issues therein.

·       
Provide
periodic reports and dashboards to show compliance to the service level
standards in the operations domain with the trends shared with the Head of
department.

·       
Escalate
complaints/queries or incidents that are not resolved within the agreed SLAs to
the Heads of departments in operations and follow up on full resolution.

·       
Work
with the different heads of departments to validate the root cause analysis for
service failures and follow up on implementation of the actions, thereof.

·       
Conduct
service awareness trainings for all departments within Operations domain and
for the business to appreciate the different service levels and their impact.

·       
Coordinate
the compilation of the COO Operations Annual Budget, monitor and report on
performance of the same to the COO.

·       
Collate
and analyze data to identify strategies for areas that require improvement in
service within the Operations domain.

·       
Coordinate
the COO reward and recognition sessions.

·       
Support
in monitoring of the Operations Annual Budget and validating related costs in
the department.

 

Qualifications, Skills and Experience:

·       
The
ideal candidate for the DFCU Bank Service Management Officer job must hold a Bachelor’s
Degree in any field.

·       
Should
have knowledge in analysis of data.

·       
Three years
of experience in a service environment.

·       
Demonstrate
a high degree of accuracy, attention to detail, quality and meeting deadlines.

·       
Strong
analytical abilities to resolve complex customer complaints.

·       
Ability
to complete work assignments independently and work with multiple teams with
diverse skills.

·       
Ability
to train staff, including organizing, prioritizing and interact with all levels
of staff across the Bank.

·       
The
ability to communicate information and ideas in a clear and concise manner
appropriate for the audience in order to explain, persuade, convince and
influence others to achieve the desired outcomes.

·       
The
ability to identify and engage with all the key stakeholders in the
organization.

·       
General
awareness of risk management practices.

·       
Knowledge
of complaint tracking applications.

·       
Knowledge
and experience of customer service practices.

·       
Ability
to work with multiple teams with diverse skills.

·       
Strong
communication.

·       
Analytical
skills.

·       
Problem-solving
skills.

·       
Customer
service-oriented.

 

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: 15^th January 2021

 

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