Contact Centre Manager Jobs – NCBA Bank Uganda

Job Title:   Contact Centre Manager

Organisation: NCBA Bank Uganda

Duty Station:  Kampala, Uganda

About Organisation:

NCBA Bank Uganda Limited, is a commercial bank in Uganda. It is one of the commercial banks licensed by the Bank of Uganda, the country’s central bank and national banking regulator.

Job Summary: To deliver exceptional performance by self and team by driving the overall performance of the Customer Contact Centre support, through excellent customer service, query and incident resolution as well as business development and support across the board to include both internal and external customers. Ensure nil customer complaints emanating from poor service offered by inbound agents, while managing escalations in a timely manner.

Key Duties and Responsibilities:

• Financial 30%
• Manage the Front Office, Switchboard and Social Media units to ensure operational targets are achieved and aligned with the bank’s strategic objectives.
• Work with the Customer Experience Head to implement strategies that support the bank’s growth, customer acquisition and retention goals.
• Drive achievement of targets on new account openings and average funding balances through proactive customer engagement and product promotion.
• Lead the team in supporting Customer Experience (CE) goals including retention, acquisition and growth through campaigns and product promotion.
• Manage operational costs within the approved budget while maintaining service efficiency and quality delivery.
• Ensure revenue collection for services offered as per the tariff guide and maintain proper reconciliation processes.
• Maintain strong controls to ensure zero operational losses and prevent revenue leakages in Contact Centre transactions.
• Internal Controls, Processes & Procedures 20%
• Ensure all Service Level Agreements (SLAs) and service targets are achieved across Contact Centre channels.
• Maintain high customer satisfaction through continuous monitoring of service quality and feedback.
• Coordinate with internal departments to resolve escalated issues within the defined turnaround time.
• Ensure satisfactory internal and external audit ratings through compliance with policies and regulatory requirements.
• Prepare MIS reports highlighting service trends, root causes and improvement recommendations.
• Manage Business Continuity Planning (BCP) and Risk Control Self-Assessment (RCSA) processes.
• Ensure efficient 24-hour management of communication channels including phone, email and social media.
• Support regulatory compliance and fraud prevention controls.
• Customer Experience 50%
• Monitor social media platforms and communication channels to ensure timely responses while protecting the bank’s reputation.
• Monitor service interruptions and communicate updates to customers when required.
• Oversee customer complaints management ensuring prompt resolution and escalation of complex issues.
• Ensure service levels delivered by agents meet defined standards and turnaround times.
• Promote a strong service culture that supports continuous improvement and customer satisfaction.
• Handle complex customer complaints and coordinate with internal stakeholders for timely resolution.
• Monitor call quality and service interactions to improve accuracy and enhance performance.
• Learning and Growth 10%
• Provide leadership through coaching and development of Team Leaders and Agents to enhance service delivery and engagement.
• Support training initiatives to maintain competence and improve team capability.
• Promote adherence to NCBA Bank Values and professional conduct.
• Ensure completion of required learning hours through internal training and e-learning programs.
• Manage staff performance, disciplinary matters and grievances in line with HR policies

Qualifications, Skills and Experience:

• Academic: University Degree
• Professional:
• Business, and Finance management training
• Leadership management
• Desired work experience:
• 4 years in Contact Centre operations in medium to large organization.
• 2 years in supervisory role
• Proven track record of consistently meeting customer expectations and exceeding set targets.
• Excellent Bank product knowledge
• Versatility, flexibility, passion and commitment to quality Customer experience/Service delivery.

How to Apply:

All candidates who wish to join NCBA Bank are strongly encouraged to apply online at the link below.

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Level of Education: bachelor degree

Work Hours: 8

Experience in Months: 24