Customer Service Jobs Jobs at Service Management OfficerDfcu Bank

Jobs in Kampala Uganda Service Management OfficerDfcu Bank Jobs in Kampala Customer Service Jobs Jobs in Kampala at Service Management OfficerDfcu Bank Customer Service Jobs Employment opportunities Service Management OfficerDfcu Bank

Job Title ⇒ Service Management Officer Customer Service Jobs
]https//www.theugandanjobline.com/
Organization ⇒ DFCU Bank
Duty Station ⇒ Kampala, Uganda
Reports to ⇒ Head of Reconciliation and Support

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 ⇒ Reporting to the Head of Reconciliation and Support, the
Service Management Officer will promote efficient service delivery within the
COO domain through monitoring service level agreements for all departments
within the COO domain, complaint/query analysis, and stakeholder management.
Key Duties and Responsibilities ⇒
⇗ Follow through on documentation of service level standards for the
different departments in operations where they are nonexistent and the review
of those in existence.
⇗ Monitor and report on performance against SLA to the Heads of department.
⇗ Perform an analysis of the queries/ complaints that are logged in the
complaints/queries management system to identify whether they have been
assigned, tracked, and resolved timely and report on the same weekly.
⇗ Plan and co-ordinate operations service satisfaction surveys and follow up
with the different stakeholders to resolve the issues therein.
⇗ Provide periodic reports and dashboards to show compliance to the service
level standards in the operations domain with the trends shared with the Head
of department.
⇗ Escalate complaints/queries or incidents that are not resolved within the
agreed SLAs to the Heads of departments in operations and follow up on full
resolution.
⇗ Work with the different heads of departments to validate the root cause
analysis for service failures and follow up on implementation of the actions,
thereof.
⇗ Conduct service awareness trainings for all departments within Operations
domain and for the business to appreciate the different service levels and
their impact.
⇗ Coordinate the compilation of the COO Operations Annual Budget, monitor and
report on performance of the same to the COO.
⇗ Collate and analyze data to identify strategies for areas that require
improvement in service within the Operations domain.
⇗ Coordinate the COO reward and recognition sessions.
⇗ Support in monitoring of the Operations Annual Budget and validating
related costs in the department.

Qualifications, Skills and Experience ⇒
⇗ The ideal candidate for the DFCU Bank Service Management Officer job must
hold a Bachelor’s Degree in any field.
⇗ Should have knowledge in analysis of data.
⇗ Three years of experience in a service environment.
⇗ Demonstrate a high degree of accuracy, attention to detail, quality and
meeting deadlines.
⇗ Strong analytical abilities to resolve complex customer complaints.
⇗ Ability to complete work assignments independently and work with multiple
teams with diverse skills.
⇗ Ability to train staff, including organizing, prioritizing and interact
with all levels of staff across the Bank.
⇗ The ability to communicate information and ideas in a clear and concise
manner appropriate for the audience in order to explain, persuade, convince
and influence others to achieve the desired outcomes.
⇗ The ability to identify and engage with all the key stakeholders in the
organization.
⇗ General awareness of risk management practices.
⇗ Knowledge of complaint tracking applications.
⇗ Knowledge and experience of customer service practices.
⇗ Ability to work with multiple teams with diverse skills.
⇗ Strong communication.
⇗ Analytical skills.
⇗ Problem-solving skills.
⇗ Customer service-oriented.
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 15 th January 2021

Send your Application Through

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Email⇒Vacanciesbank@dfcugroup.com
URL⇒Link

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Brown Alex Thursday 7 January 2021 Employment opportunities at Kampala Jobs in Kampala Service Management OfficerDfcu Bank Uganda Jobs