Customer Service Manager Job Placement – Equity Bank

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Organisation: Equity Bank
Duty Station: Kampala, Uganda
Reports to: Executive Director
Job Ref: EBUL 03/2016
About Equity Bank:
Equity
Bank is one of the region’s leading banks whose purpose is to transform the
lives and livelihoods of the people of Africa socially and economically by
availing them modem, inclusive financial services that maximize their
opportunities. With a strong footprint in Uganda, Kenya, Tanzania, Rwanda and
South Sudan, Equity Bank is now home to nearly 9 million customers, the largest
customer base in the Eastern African Region.
Job Summary: The            Customer
Service Manager will support Equity Bank by taking charge of Customer Service
delivery across the whole Bank to ensure a ‘wow’ experience for our clients and
other stakeholders.
Key Duties and Responsibilities: 
  • The jobholder will formulate and Implement
    initiatives to enhance the best customer experience across the bank.
  • The incumbent will also ensure customer
    experience standards and procedures are observed by all staff.
  • Institutionalize a strong customer service
    culture premised on strong interpersonal relations and a professional
    approach that respects all our customers, both external and internal.
  • Keenly analyze, collate and ensure all
    customer complaints and compliments in branches are promptly tracked,
    resolved/responded to within agreed internal and regulator standards.
  • Carry out periodic surveys on Customer
    Service to inform management decision on appropriate service improvements
    and interventions.
Qualifications, Skills and Experience: 
  • The applicant for the Equity Bank customer
    service manager career opportunity should hold a degree in business
    related field from a recognized university.
  • At least five years’ working experience in
    Customer service, preferably in a banking, hospitality or commercial
    environment.
  • Significant experience and a proven track
    record of delivering continuous service improvement. Innovation as well as
    creativity in customer experience delivery.
  • The candidate must exhibit strong customer
    centric disposition
  • The applicant must be an avid listener
  • Possess excellent communications and
    interpersonal skills
How to Apply:
If
you believe you are interested in joining the banking sector at Equity Bank,
please send your application along with a detailed Curriculum Vitae and copies
of the relevant certificates and testimonials quoting the Job Title or Ref. No.
(Check at the Top of Advert) to:  recruitment@equitybank.co.ug to
post to:
The
General Manager,
Human
Resources,
Equity
Bank (U) Ltd,
P.O.
Box 10184 Kampala
Deadline: 9th March, 2016
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