The Ugandan Jobline

• Drive
  the implementation of the Service Quality strategy across the PBB business
• Align
  the Service Quality function goals and activities to the PBB strategy and
  goals
• Develop
  and measure key performance indicators to determine and improve the
  effectiveness of all service quality activities
• Prepare
  or oversee the preparation of reports and insights related to the service
  quality function for decision makers
• Analyse
  customer service related information and evaluate the results to choose
  the best resolutions and alternatives to customer service challenges, and
  to identify opportunities to constantly improve customer service
• Meet
  customer service financial objectives by forecasting requirements;
  preparing an annual budget; scheduling expenditures; analyzing variances;
  initiating corrective actions.

• Promote
  effective communication on Service Quality throughout all levels in PBB.
• Develop
  and implement the Service Quality policies, procedures, standards and
  strategies
• Communicate
  Service Quality knowledge (e.g., market information, customer insights,
  trends, etc.) across the business.
• Participates
  in the recruitment, orientation, training, coaching, recognition,
  appraising and disciplining of employees in critical positions to Service
  Quality.

• Determine
  customer service requirements by maintaining contact with customers;
  visiting operational environments; conducting surveys; forming focus
  groups; and benchmarking best practices
• Provide
  assurance that all customer enquiries are satisfactorily managed, resolved
  and closed within agreed timelines
• Partner
  with Human Capital to enable for adequate staffing across the customer
  services function to deliver an efficient service to our internal and
  external customers
• Promote
  the use of the escalation matrix to resolve complaints / disputes within
  the organization that have not been handled adequately through the
  existing channels.
• Constantly
  review and measure the customer journey and our delivery along it and
  implement actions to improve the customer service and experience
• Manage
  the improvement ideas coming through from staff that ultimately positively
  impact the customer experience, digital agenda and the universal bank.

• Promote
  and manage the process of continuous improvement in Customer Service
  standards across the business
• Provide
  customer service employees with guidance in handling difficult or complex
  issues or problems so they can be resolved effectively and efficiently
• Participate
  in developing customer service training and also carry out training as
  required
• Identify,
  coach and mentor possible successors and service leaders in the bank.

• The
  ideal candidate for the Stanbic Bank Manager, PBB Service Quality job
  placement should preferably hold a Bachelor’s degree from a recognized
  university preferably in business or a related field
• A
  post graduate qualification in a relevant field is added advantage
• Additional
  professional customer service training is desirable
• At
  least six years of proven experience within a busy service related
  organization, of which 3 years should be at senior customer relations
  management level
• Demonstrable
  experience of successful change management or application of continuous
  business improvement techniques
• Broad
  knowledge of the business value chain and related business functions (i.e.
  finance, marketing, etc.)
• Should
  have knowledge of applicable laws and regulations (i.e. Financial Consumer
  Protections Guidelines, Employment laws, etc.)
• Strong
  knowledge of the Banks’ policies, procedures and practices.
• Understanding
  of the interplay between business, product, sales and support functions to
  deliver an excellent and consistent customer expereince.
• Good
  knowledge of products and services of the Bank
• Working
  knowledge of the Bank’s operating systems and processes

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