About US:
Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings Limited which is in turn owned by Standard Bank Group Limited (“the Group”), Africa’s leading banking and financial services group. The Standard Bank Group is the leading banking group focused on emerging markets. It is the largest African banking group ranked by assets and earnings. Stanbic Bank Uganda Limited is the largest bank in Uganda by assets and market capitalization. It offers a full range of banking services through two business units; Personal and Business Banking (PBB), and Corporate and Investment Banking (CIB).
Job Summary: The Manager, PBB Service Quality will provide leadership and direction for Service Quality in the Personal and Business Banking department by driving excellent and consistent customer experience
Key Duties and Responsibilities:
Implementation of the customer service and experience strategy
Drive the implementation of the Service Quality strategy across the PBB business
Align the Service Quality function goals and activities to the PBB strategy and goals
Develop and measure key performance indicators to determine and improve the effectiveness of all service quality activities
Prepare or oversee the preparation of reports and insights related to the service quality function for decision makers
Analyse customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to constantly improve customer service
Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Build a customer centric culture
Promote effective communication on Service Quality throughout all levels in PBB.
Develop and implement the Service Quality policies, procedures, standards and strategies
Communicate Service Quality knowledge (e.g., market information, customer insights, trends, etc.) across the business.
Participates in the recruitment, orientation, training, coaching, recognition, appraising and disciplining of employees in critical positions to Service Quality.
Enhance the customer experience
Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; and benchmarking best practices
Provide assurance that all customer enquiries are satisfactorily managed, resolved and closed within agreed timelines
Partner with Human Capital to enable for adequate staffing across the customer services function to deliver an efficient service to our internal and external customers
Promote the use of the escalation matrix to resolve complaints / disputes within the organization that have not been handled adequately through the existing channels.
Constantly review and measure the customer journey and our delivery along it and implement actions to improve the customer service and experience
Manage the improvement ideas coming through from staff that ultimately positively impact the customer experience, digital agenda and the universal bank.
Develop customer service capability
Promote and manage the process of continuous improvement in Customer Service standards across the business
Provide customer service employees with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
Participate in developing customer service training and also carry out training as required
Identify, coach and mentor possible successors and service leaders in the bank.
Qualifications, Skills and Experience:
The ideal candidate for the Stanbic Bank Manager, PBB Service Quality job placement should preferably hold a Bachelor’s degree from a recognized university preferably in business or a related field
A post graduate qualification in a relevant field is added advantage
Additional professional customer service training is desirable
At least six years of proven experience within a busy service related organization, of which 3 years should be at senior customer relations management level
Demonstrable experience of successful change management or application of continuous business improvement techniques
Broad knowledge of the business value chain and related business functions (i.e. finance, marketing, etc.)
Should have knowledge of applicable laws and regulations (i.e. Financial Consumer Protections Guidelines, Employment laws, etc.)
Strong knowledge of the Banks’ policies, procedures and practices.
Understanding of the interplay between business, product, sales and support functions to deliver an excellent and consistent customer expereince.
Good knowledge of products and services of the Bank
Working knowledge of the Bank’s operating systems and processes
How to Apply:
All candidates who wish to join the one of Africa’s biggest Banking Groups, Standard Bank in the aforementioned capacity are encouraged to Apply Online by visiting Link below.
Deadline: 21st February 2018
Please click here to Apply Online