Job Title:   Head of Customer Service

Organisation: Diamond Trust Bank Uganda (DTB)

Duty Station:  Kampala, Uganda

About Organisation:

Diamond Trust Bank Uganda is a full-fledged commercial Bank with a network of 40 branches and 36 ATM locations in major Ugandan urban centers and still growing. The bank is also an affiliate of the Aga Khan Fund for Economic Development (AKFED) which is the economic development arm of the Aga Khan Development Network (AKDN).

Job Summary:   Responsible for designing and implementing the service delivery and grievance redressal processes and policies for the bank to ensure consistent delivery and seamless customer experience. Drive innovation on customer experience.

Key Duties and Responsibilities:

• Develop and implement strategies to enhance customer experience and keep up-to-date with industry trends and best practices in customer experience management.
• Work with the functional “service champions” to establish peer reviews, adopt and implement best practices, develop internal and external benchmarking, and continually improve the service and operational processes.
• Contribute to product development and improvement through continuous feedback analysis collected through the customer service forms and feedback.
• Establish and manage key customer experience processes.
• Engage with customers on social media by providing helpful information and addressing their concerns.
• 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.
• Conduct research and analysis to understand customer needs, preferences, and pain points including implementing customer feedback systems and processes to capture and address customer concerns.
• Lead and support business strategies that build awareness, employee engagement, and create an environment that recognizes and reinforces appropriate behavior towards customers.
• Manage root cause analysis of customer complaints and provide solutions to eliminate/minimize customer complaints proactively as well as handle complaints on social media platforms.
• Oversee agreed process improvements and facilitate teamwork across businesses to achieve end-to-end customer experience.
• Drive the culture change programme within the organization to align behaviors with service excellence objectives.
• Consult with heads of other teams to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
• Plan and coordinate customer service events e.g., Customer Service Week, UBA events, and round tables/seminars on customer service/experience.
• Be the service change agent across the Bank and work with HR to implement internal staff engagement activities to boost culture around service excellence.
• Manage the performance and development of staff within the customer experience section in line with the HR policy and the performance management guideline.

Qualifications, Skills and Experience:

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.
• CIM qualification.
• Coaching, Mentorship & Public Speaking certification is an added advantage.

Work Experience:

• 8 years of working experience in a managerial or supervisory role in marketing, Customer Service, or Retail environment, with sound exposure to Bank Operations.
• A track record of developing & implementing continuous improvement in service delivery, and improved outcomes in Customer Services.

All candidates should send their updated CVs and application letters to recruitment@dtbuganda.co.ug

NB: DTB is an equal opportunity employer and does not charge any fee for the recruitment process. Only successful candidates will be contacted.