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Job Title:   Customer Service Manager

Organisation: Cairo Bank Uganda

Duty Station: Kampala, Uganda

Reports to: Head of Marketing, Communications & Public Relations

About the Company:

Cairo Bank Uganda was incorporated on 11th July, 1994.  The Bank was formerly known as Cairo International Bank owned by the three leading Egyptian Banks namely; Banque Du Caire, Bank Misr and National Bank of Egypt.  In 2019, it became a fully owned subsidiary of Banque Du Caire (BDC). The shareholder consolidation in 2019 was on the back of expanding its presence across Africa whilst providing an entry point into the COMESA market.

Job Summary:   The Customer Service Manager will be responsible for managing the entire customer service function across the Bank, ensuring high quality and effective end-to-end customer experience

Key Duties and Responsibilities:

• Manage key customer service processes, including customer interaction models, complaint management, and performance metrics.
• Benchmark best practices to enhance customer satisfaction and loyalty.
• Oversee compliance with regulatory and risk-related requirements in customer management.
• Develop customer incentive programs to ensure loyalty and high service standards.
• Implement strategies to increase service quality and efficiency.
• Responsible for Customer service trainings and internal staff engagement activities across the bank fostering a culture of service excellence.
• Conduct Customer satisfaction Surveys, Mystery shopping and Net promotor Score surveys.
• Build and motivate a high-performance team.
• Provide leadership in service quality and operational excellence.
• Conduct root cause analysis of customer complaints and develop proactive solutions.
• Monitor business and process metrics to measure customer service effectiveness.
• Assist in product launches and contribute to product improvement through customer feedback analysis.
• Design customer engagement programs to increase Customer Lifetime Value and Scope of Work.

Qualifications, Skills and Experience:

• A Bachelors’ degree from a recognized university.
• CIM qualification is an added advantage.
• Professional qualification in Customer Service Management or equivalent.
• 5 years of working experience in Marketing, Customer Service or Retail environment, with sound exposure to Bank Operations.
• A good track record of accomplishment of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Customer Services.

Skills and competencies.

Technical Competencies:

• Knowledge of banking and business operations.
• Risk management.
• Compliance and regulatory framework.
• Conceptual and analytical skills.

Behavioral Competencies:

• Results and achievement oriented.
• Personal ethics and integrity.
• Negotiation skills.
• Communication and interpersonal skills.

How to Apply:

All suitably qualified and interested candidates should send their application letters and curriculum vitae to the Head of Human Resources at recruitment@cbu.co.ug

Deadline: 26th August 2024

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