Job Purpose Statement

Responsible for managing the entire customer service function across NCBA Uganda. Responsible for the quality and effectiveness of customer service being provided, providing vision and strategic leadership to all the customer touch points, overall service management and quality improvement both internally and externally.

Key Accountabilities (Duties and Responsibilities)

• • Define, build and articulate the Bank’s customer experience requirements and align to overall corporate strategic goals.
  • Establish and manage key customer experience processes, including but not limited to customer contact facilities, customer interaction model, consultative selling, financial planning, complaint management, referral management, customer retention, voice of customer / complaint management, retention management, performance metrics, process improvement toolkit and change management.
  • Identify mission critical customer experience management focus for the delivery channels, benchmark best service practices to support business performance and enhance customer satisfaction and loyalty scores.
  • Manage and maintain exceptional service at all times and provide a benchmark of service delivery to be used by all other units within the Bank through coaching, training, development and sharing of best practice experience.
  • Develop customer incentive and retention programs to ensure customer loyalty by aiming to be the best in customer service, winning customers through quality, friendliness and efficiency of our service.
  • Lead and support business strategies that build awareness, employee engagement, and create an environment that recognises and reinforces appropriate behavior towards customers
  • Manage root cause analysis of customer complaints and provide solutions to eliminate/minimize customer complaints proactively.
  • Manage aspects of the market research function to drive the strategic planning process within Business and to design and build the customer information reporting capability across the Bank’s products
  • Drive the culture change programme within the organisation so as to align behaviours with service excellence objectives
  • Design processes & implement customer journeys to improve the customer experience based upon direct and indirect customer feedback, and market trends
  • Monitor business and process metrics to measure and manage customer service effectiveness
  • Develop strategies to increase the quality and efficiency of support to customers
  • Assist in management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication at the disposal of the Customer Contact Centre
  • Design effective customer engagement programs in liaison with Business Units to increase Customer Lifetime value and SOW.
  • Build, develop and motivate a high performance team committed to success

Academic Qualifications:

• Bachelor’s degree in a business-related field.  An MBA is an added advantage.
  Professional Qualifications:
• Professional qualification in Customer Experience Management or equivalent
• Coaching, Mentorship & Public Speaking certification is an added advantage

Work Experience:

• 10 years’ working experience in a Customer Service or Retail environment, with sound exposure to Bank Operations, 5 of which should be at a management level.
• A track record of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Customer Services
• Experience of leading and delivering significant change and business improvement initiatives, including people and cultural change