Job Title:  Customer Experience Manager

Organisation: National Social Security Fund (NSSF)

Duty Station: Kampala, Uganda

Reports to: Senior Manager Member Services

About the Company:

National Social Security Fund (NSSF) is positioning itself as the Social Security Provider of Choice in Uganda. With our shared purpose of being the Social Security Provider of choice, providing exceptional customer service and better operations with a well-motivated and skilled workforce, we are looking to recruit persons with high integrity and dedication to work with us.

Job Summary:   Customer Experience Manager ensures that the Fund’s Customer Value Proposition is clearly understood by all staff and duly communicated in a way that all members understand at their preferred communications channels. The role oversees the monitoring of member interactions and assures that the Fund adequately responds to Customer feedback, complaints, concerns and suggestions for improvement.

Key Duties and Responsibilities:

• Development and execution of member Customer Experience strategies that will ensure the achievement of the 95% Customer Service Index.
• Develop and manage relationships with key stakeholders to facilitate the achievement of departmental and organizational objectives.
• Assess your performance and seek feedback to improve it.
• Train, coach and supervise subordinates to achieve high performance in the department.
• Collaborate with other departments within the fund to achieve organizational objectives and develop a culture of collaboration within the section.
• Measure Customer Experience across all critical touch points, i.e., Walk in and e-channels whilst driving traffic to ubiquitous service offerings in line with the Customer Experience Strategy and Service Level Agreements
• Oversee quality assurance within the Customer Experience frontiers to ensure experience guidelines and standards are documented, and communicated.
• Drive efficiencies within the operation at no increment in the cost of service per customer.
• Forecast requirements, budget, schedule expenditures, analyze variances and initiate corrective actions.
• Participate in organization committees like evaluation, benefits payment improvement committee etc. as requested,
• Champion the annual customer event to ensure delivery makes an impact on our member base in a manner that is sustainable.
• Visit Branch Offices to assess client service levels and recommend improvements.
• Facilitate the development of a high-performance culture by effectively communicating and cascading organizational goals, managing team performance and providing feedback to improve performance.

Qualifications, Skills and Experience:

 Education Requirements:

• Bachelor’s Degree in Management, Business, Finance, Commerce or a related field
• Master’s Degree in Management, Business, Finance, Commerce or a related field
• A professional qualification in Business or Finance

Work Experience:

• 7 years of relevant customer service experience of which 3 years should be in a management role.

Key Competences:

• Commitment & Integrity
• Proactivity & Innovation
• Getting Work Done
• Relationship Building
• Communicating and Influencing
• Resilience & Resourcefulness
• Strategy management (Advanced)
• Negotiation (Advanced)
• Customer Relationship Management (Advanced)
• Stakeholder management (Advanced)
• Market Analysis (Advanced)
• Communication (Advanced)
• Thinking and Problem Analysis