Job Title: Manager Customer Experience (Branches
Organisation: Diamond Trust Bank Uganda (DTB)
Duty Station: Kampala, Uganda
About Organisation:
Diamond Trust Bank Uganda is a full-fledged commercial Bank with a network of 40 branches and 36 ATM locations in major Ugandan urban centers and still growing. The bank is also an affiliate of the Aga Khan Fund for Economic Development (AKFED) which is the economic development arm of the Aga Khan Development Network (AKDN).
Job Summary: The role is responsible for addressing customer service-related issues at all the bank branches and working with the customer experience team in identifying the root cause of complaints for non-recurrence.
The holder of the position is charged with the responsibility of championing Customer Service delivery across the Branch network to ensure a ‘wow’ experience for our clients and other stakeholders.
Key Duties and Responsibilities:
- Drive Superior Customer service delivery across all branches by monitoring and enforcing service level agreements and Turn Around Time
- Lead Training and development initiatives to empower staff with skills needed to deliver excellent customer experience
- Champion digital adoption and cross selling efforts to enhance customer engagement and satisfaction
- Review and improve internal processes to elevate customer experience standards
- Maintain strong working relationships with stakeholders to ensure timely resolution of customer queries and complaints within set timelines
- Ensure compliance with internal and external regulatory standards
- Monitor and report on customer feedback and complaints ensuring timely resolution and continuous improvement
- Conduct regular branch visits to assess and enhance customer experience and service environment
- Drive Utilization of the ticketing system to capture, monitor and track resolution of issues from the branches
- Collaborate with Branch Managers, Branch Operations team to maintain service excellence and branch ambiance
- Support business development efforts to meet individual and team targets.
- Preparation of regulatory reports as scheduled and ensure submission is done in the required time frame
Qualifications, Skills and Experience:
- Academic qualifications: University Degree in Business related Field
- Professional Qualification: Professional qualification in Customer Experience
- Work Experience: 3 years of working experience in a managerial or supervisory role in Customer Experience
How to Apply:
All candidates should send their updated CVs and application letters to [email protected]
Deadline: 8th August 2025
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 36