The Ugandan Jobline

Job Title: Manager – Call Centre

Organisation: DFCU Bank

Duty Station:  Kampala, Uganda

Reports to: Head of 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: Reporting to the Head of Customer Experience, the role holder will be responsible for managing the day-to-day performance of the call centre ensuring that it is transformed into a single point of contact for all customers, and frontline customer experience escalations, that it has an efficient workforce and seam less state-of-the-art processes to ensure service, on-boarding and retention delivery standards are met and maintained in line with bank’s defined customer experience standards.

Key Duties and Responsibilities:

• Managing performance of the Contact Centre unit through workforce planning, regular one-on-one coaching, training, reviewing staff performance, enforcing bank policies and procedures and ensuring the team is motivated to achieve these.
• Oversee and maintain compliance within regulatory and bank’s operation standard for Channel Monitoring ATM availability, E-banking channels, VISA risk management. Ensure protection of sen sitive customer information.
• Oversee and action escalated customer complaints and customer inquiries across all channels supported by the Contact Centre.
• Identify, recommend, and implement projects that are geared to improve performance of the call centre.
• Maintaining professional and technical knowledge by tracking emerging trends in Contact Centre operations management; establishing personal networks and benchmarking state-of-the-art practices.
• Provide a seamless hotline to the branch network for requests channelled through the Call Centre
• Create a knowledge base of frequently asked questions and answers to drive standardization of customer responses and experience across all frontline channels.
• Liaise with product heads, marketing, and communications regarding communication of existing and new products/services to manage the impact on the Call Centre and service delivery.
• Oversee and handle the complaints Investigations especially high priority complaints logged with the customer experience team ensuring compliance with complaint handling framework.
• As a Social Media Supervisor ensure social media query and complaint responses are done within rapid turn-around times and appropriate quality required for social media engagement and dfcu brand. Confirm appropriate follow throw and actioning of leads generated.

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Qualifications, Skills and Experience:

• The ideal applicant must hold a Bachelor’s Degree in a Business related or other relevant fields.
• At least three years contact center management experience in a commercial environment is an added advantage.
• Broad working knowledge of Customer Administration, Soft Skills, and Query processing.
• Knowledge of Bank systems and Products is an advantage.
• Knowledge of the operating tools for Call Centre Monitoring, Quality Assurance.
• Product knowledge and core banking system operations for solutioning.
• Quick and dynamic thinking for social media handling.
• An Influential leader with team management experience .
• Good interpersonal skills, communication, and telephone skills.
• Organized and efficient manage multiple demanding tasks within the call centre.
• Good report writing skills and outstanding writing skills for short or long copy with ease and efficiency.
• Adaptable to changing business priorities and able to keep abreast on changes in the market, customer requirements, competitors’ responses, and the bank’s ability to use information to identify new business opportunities and threats.
• Should be able to communicate information and ideas in a clear and concise manner. appropriate for the audience/customers /stakeholders internally to explain, persuade, convince, and influence others to achieve the desired outcomes.
• Tech-savvy.
• Self-motivated.

How to Apply:

If you believe you meet the requirements as noted above, please forward your application with a detailed CV including present position and copies of relevant professional/academic certificates (University Transcript, O & A level), to the email address indicated below.

Vacanciesbank@dfcugroup.com

Deadline: Wednesday 23rd November 2022

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