Job Purpose Statement :
The role is responsible for addressing customer service-related issues at all the bank branches and working with the customer experience team in identifying the root cause of complaints for non-recurrence.
The holder of the position is charged with the responsibility of championing Customer Service delivery across the Branch network to ensure a ‘wow’ experience for our clients and other stakeholders.
Unit: Customer Experience
Reports to: Head of Customer Experience
Department: Customer Experience
Key Responsibilities :
- Drive Superior Customer service delivery across all branches by monitoring and enforcing service level agreements and Turn Around Time
- Lead Training and development initiatives to empower staff with skills needed to deliver excellent customer experience
- Champion digital adoption and cross selling efforts to enhance customer engagement and satisfaction
- Review and improve internal processes to elevate customer experience standards
- Maintain strong working relationships with stakeholders to ensure timely resolution of customer queries and complaints within set timelines
- Ensure compliance with internal and external regulatory standards
- Monitor and report on customer feedback and complaints ensuring timely resolution and continuous improvement
- Conduct regular branch visits to assess and enhance customer experience and service environment
- Drive Utilization of the ticketing system to capture, monitor and track resolution of issues from the branches
- Collaborate with Branch Managers, Branch Operations team to maintain service excellence and branch ambiance
- Support business development efforts to meet individual and team targets.
- Preparation of regulatory reports as scheduled and ensure submission is done in the required time frame
Qualifications, Skills and Experience :
- Academic qualifications: University Degree in Business related Field
- Professional Qualification: Professional qualification in Customer Experience
- Work Experience: 3 years of working experience in a managerial or supervisory role in Customer Experience
How to Apply :
All candidates should send their updated CVs and application letters to recruitment@dtbuganda.co.ug on or before 8th August 2025
