The Ugandan Jobline

Job Title:   Customer Service Manager (CSM)

Organisation: United Bank for Africa (UBA)

Duty Station:  Kampala, Uganda

Reports to: Team Lead Customer Fulfillment Center

About US:

United Bank for Africa (UBA) is one of Africa’s leading financial institutions, with operations in twenty (20) countries and three (3) global financial centers: London, Paris and New York. UBA has evolved into a PanAfrican, provider of banking and related financial services through diverse channels globally. United Bank for Africa Uganda represents UBA’s pioneer country activities in the East and Southern African sub-region. With a growing network of branches and ATMs across the country, the bank continues to expand the retail and commercial playing field in Uganda by delivering unique financial products and solutions.

Job Summary:   The Customer Service Manager (CSM) will facilitate provision of quality customer service delivery through efficient and effective branch operation, while ensuring conformity with the bank’s laid down procedures/processes and regulatory guidelines. The incumbent will provide overall leadership/direction at the branch level and continually enhance team performance to delight customers through excellent banking hall touch point experience.

Key Duties and Responsibilities:

• Champion effective/efficient implementation of bank-wide policies with respect to branch operations in line with overall Bank policies.
• Conduct daily, weekly, and monthly as applicable GL Accounts proofs and review of aging items for timely resolution/reconciliation in line with GL Proof controls.
• Maintain strong, adequate and strict control awareness and adherence within the Branch for all bank products & processes (Including regulatory processes) and products to enable zero regulatory infractions, fraud tolerance and error rates within the Branch.
• Plan, coordinate, review and assess the activities of operations staff through day –to- day supervision & guidance, adequate allocation of resources, periodic trainings/meetings, performance reviews and feedback, motivation to enable staff productivity, efficient/timely service delivery to customers and achievement of the branch stated/set objectives.
• Authorize transactions within set approval limits and escalate those above approval limits to the TeamLead Branch Operations and COO.
• Supervise account opening process by ensuring complete documentation, prompt scanning of account mandates and tracking/follow-up on deferred documents in line with Account opening guidelines.
• Establish that Branch ATMs are functional at all times with timely escalation and resolution of faults as per ATM Management guidelines.
• Ascertain effective branch cash management with adherence to insurance limits, necessary approvals for excess, no cash outs, prompt evacuations in line with branch cash Management policy.
• Prepare and submit accurate, timely and periodic institutional and regulatory reports on
• Branch Operations in prescribed formats and intervals and submit to relevant stakeholders
• Maintain appropriate confidentiality and security of all customer transactional information and safety of customers and other bank branch assets as per the Bank’s security guidelines
• Develop and implement product cross selling techniques within the Branch to support in achieving the overall Branch business targets/objectives

Key Performance Indicators

• Level of Branch operations efficiency.
• Staff productivity index.
• Customer satisfaction index (target nil customer complaints) through direct customer feedback and other channels e.g. suggestion box, mystery shopper reports etc.
• Leadership Capability – Team morale, Staff turnover, achievement of set financial and/or productivity targets.
• /Value of branch processing errors, cash differences and fraud.
• Timeliness of reconciliation/liquidation of GL items (within established transit times.).
• Adherence to established transaction cycle times (TATs) for all products/services.
• Accuracy and timeliness of management /regulatory reports.
• Condition of infrastructural facilities/branch ambience.
• Level of control awareness – measured by quality of audit reports and level of deviation
• from established procedures/policies e.g. repeated audit comments, Central Bank penalties/infractions.
• Level of ATM up-time and cash availability (zero ATM service downtimes/cash outs).
• Level of defective account documentation/ un scanned mandates.
• Frequency of branch cash outs/exceeding insurance limits.
• Rate of errors in processed transactions.
• Number of policy breaches/regulatory infractions.
• List of product cross selling techniques in the Branch.

Qualifications, Skills and Experience:

• The applicant must hold a good first degree in any discipline.
• At least five years of experience in Banking Operations.
• Good knowledge and understanding of banking operations.
• Good understanding of policy and regulatory guidelines.
• Good appreciation of the operational, credit and regulatory risks facing the business.
• Good knowledge and understanding banking operations.
• Excellent customer service capabilities.
• Leadership / Influencing.
• Good negotiation and conflict resolution skills.
• Good Oral & Written communication skills.
• Excellent administrative skills.
• Good documentation and process management skills.
• Capacity for absorbing and managing pressure.
• High level of integrity/Sense of Responsibility.
• Initiative /Proactive ness / Aggressiveness.
• Entrepreneurship/ Taking ownership.
• Analytical Skills/ Problem solving.
• Self-Motivated/Drive.
• Good Interpersonal Skills.
• Team building.

How to Apply:

All interested candidates should send CV, application letter and copies of academic certificates via Email addressed to;

Head Human Capital

United Bank for Africa

Plot 2, Jinja Road

Kampala, Uganda.

Email to: ubaugandahr@ubagroup.com

Deadline: 9^th January 2024

For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

Related Jobs