Manager Customer Experience Job Placement Jobs at Dfcu Bank

Jobs in Kampala Uganda Dfcu Bank Jobs in Kampala Manager Customer Experience Job Placement Jobs in Kampala at Dfcu Bank Manager Customer Experience Job Placement Employment opportunities Dfcu Bank

Job Title ⇒ Manager Customer Experience
]https//www.theugandanjobline.com/
Organization ⇒ DFCU Bank
Duty Station ⇒ Kampala, Uganda
Reports to ⇒ Head- Customer Experience
About US ⇒
DFCU Bank is a fast growing commercial bank offering a variety of innovative
products and services. DFCU Limited was started by the Commonwealth
Development Corporation CDC of the United Kingdom and the Government of
Uganda through the Uganda Development Corporation UDC under the name of
Development Finance Company of Uganda Limited. Later restructuring brought in
DEG of Germany and International Finance Corporation IFC as equal partners
with CDC and UDC, each having a 25% stake in the company. Its objective was to
support long-term development projects whose financing needs and risk did not
appeal to the then existing financial commercial lending institutions.
Job Summary ⇒ The Manager Customer Experience is a change, engagement and
implementation arm of the Customer Experience unit that defines, engages
departments, tracks, and follows through the implementation of SLAs and
customer experience standards using the service revolution framework across
the bank for an improved target NPS. The role also supervises and provides
direction to the Quality Assurance Analyst.
Key Duties and Responsibilities ⇒
⇗ Incorporates customer journeys/voice of customer into products, solutions,
and service design for an enhanced customer experience across the Bank.
⇗ Evaluates the performance of customer value propositions and drives desired
actions from agreed interventions.
⇗ Formulates the channel service framework and supervises its implementation
by departmental and channel service management.
⇗ Highlights gaps at frontline by interviewing key frontline facing roles.
⇗ Builds capability of key resources by training across the network, on the
job, from gaps or during induction. Recommends and executes the customer
experience rewards and recognitions budget.
⇗ Assesses resourcing requirements in the unit and coordinates with Head
Customer Experience and Human Resources in the placement of resources to
support major customer impacting interventions during complaints resolution or
root cause elimination.
⇗ Achieves customer retention by supervising the seamless execution of
related activities of the outbound Call Centre and between departments, as
coordinated by the Quality Assurance Officer.
⇗ Executes service revolution activities between departments and branches
aligning with Heads of Departments on recommended ideas and changes for
implementation.
⇗ Initiates customer engagement sessions and holds continuous improvement
sessions at department, region, and branch levels for actions implementation.
Continuously communicates with all areas of the bank to uphold alignment and
calibration.
⇗ Initiates the service newsletters working closely with the Communications
Manager to promote and support the delivery of our customer experience agenda.
⇗ Highlights and escalates customer insights by department on changing needs
and pain points to drive improvement.
⇗ Supervises service providers used in customer experience enablement to
deliver work to the agreed standards.

Qualifications, Skills and Experience ⇒
⇗ The applicant for the DFCU Bank Manager Customer Experience job must hold a
Bachelor’s Degree in Business Administration, Marketing, or any other relevant
field.
⇗ At least five years’ experience within front line service delivery in a
commercial environment two of which should be in a supervisory capacity.
⇗ Level one lean process improvement will be an added advantage.
⇗ Service Management training.
⇗ Computer literacy i.e. proficiency in Microsoft applications.
⇗ Ability to engage widely in a mid-large size firm.
⇗ Data management and analytics – effective and efficient management of
business-related data in an accurate manner.
⇗ Effective business communication and leadership skills.
⇗ Good planning and organization skills to implement plans consistent with
customer experience strategy.
⇗ Client account management knowledge of complaints handling frameworks,
processes, and tools.
How to Apply ⇒
All suitably qualified and interested candidates are encouraged to send
applications with detailed CV’s including present position and copies of
relevant professional/academic certificates University Transcript, O and A
level to the email address indicated below; Vacanciesbank@dfcugroup.com
Deadline 29 th October 2020

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Jobs in Kampala Uganda Dfcu Bank Jobs in Kampala Manager Customer Experience Job Placement Jobs in Kampala at Dfcu Bank Manager Customer Experience Job Placement Employment opportunities Dfcu Bank

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Brown Alex Monday 26 October 2020 Dfcu Bank Uganda Jobs Employment opportunities at Kampala Jobs in Kampala